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Call Centre Team Leader
Job Posted: 22 hours ago
Salary: £ 14.42 - 17.31 / Hour
Job Type: Temporary
Location: Sutton, London
Expire in: a month
Job Description
We are looking for an experienced Team Leader to join our client based in the local area.
Leading a team of 10-14 Customer Service Agents, you will ensure company targets are achieved whilst ensuring ongoing training and support is provided to your team.
This role is a permanent position, however we are looking for an individual to work on a temp to perm basis, to help with a quicker start date.
The individual will have:
Proven telephony experience
Team Leader experience
Performance Management
Coaching & Training
Change management
Motivational The Duties:
Monitor holiday planning, sickness and other absence
Motivates the team by regular briefings and meetings on company and departmental performance
Works closely with the account managers to support their work and provide MI reporting as required, whilst maintaining long term customer relationships
Builds relationships with the branch management teams to ensure that business issues are resolved quickly and amicably
Works closely within peer group and the extended management team within Customer Services to ensure the overall smooth running of the department
Manages and coaches the team of co-ordinators, measuring performance, setting objectives, assessing training needs, providing on-the-job training and addressing any shortfalls in performance
Maintains standards of performance in the team relating to customer contact via telephone, email, other written correspondence and face to face meetings
Manages team workloads effectively; to have an awareness of key volume drivers and to plan and allocate work ensuring it is fairly assigned across the team
Manages the quality of work by routine and random monitoring, providing structured feedback and coaching where required
Handles and takes ownership of escalations and complaints from co-ordinators, dealing with customers and internal stakeholders to resolve issues and proactively develop effective working relationships with customers. feedback and coaching where required
Handles and takes ownership of escalations and complaints from co-ordinators, dealing with customers and internal stakeholders to resolve issues and proactively develop effective working relationships with customersInterviews are taking place a.s.a.p. so apply today.
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Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion.
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