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Contact Centre Team Leader
Job Posted: 6 hours ago
Salary: £ 33,000 - 33,000 / Annum
Job Type: Permanent
Location: West End, London
Expire in: a month
Job Description
Role: Call Centre Team Leader
Location: Vauxhall London
Salary: £33,000 & full benefits package
Are you looking for a company that rewards you? A growing company that has a clear progression path?
Do you enjoy managing people but miss talking to customers? This role combines both and you will be rewarded for your efforts
The role of the Call Centre Team Leader
Accountabilities & Deliverables of this Call Centre Team Leader
Role requirements of a Call Centre Team Leader
Leading the team to achieve target and hit SLA/KPIs.
You will train, coach and mentor your team enabling them to meet targets whilst delivering exceptional customer service to customers.
Ability to lead by example with high levels of customer service and closing skills.
Constantly improves own and teams performance - lifts the performance of the team through effective documentation/driving performance and detailing employees improvement through development files.
Sets plan for the week/month ahead based on current issues and analyses of previous week/month stats.
Delivers weekly plans at health check meetings, through daily performance reviews and the delivery of work set by Call Manager.
Utilises Coaching in 121s
Ensures the relevant time is spent on employees' and Team's development, constantly reviews the performance of individuals, ensuring effective coaching is being conducted that relates to previous coaching sessions and is moving forward.
Delivers documentation based on constant coaching and improvement of their team
All paperwork is clear, concise, and legible with all areas completed for review by Senior Management.Personal Attributes of a Call Centre Team Leader
Good understanding of telephony systems.
Excellent communication skills - effective coaching skills; to have the ability to build relationships & can motivate employees.
Extensive knowledge of Microsoft packages.
Strong commercial awareness
Proactive and decisive approach to problem solving.
Strong organisational aptitude and proven time management skills.
Please apply online for an immediate interview for this Contact Centre Team Leader role!
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