Call Centre Team Leader - Night Shift - Edinburgh

Employer
Undisclosed Company
Location
Edinburgh
Salary
£24000 - £28000 per annum + (+10% increase Nightshift allowance)
Closing date
7 Aug 2019

CALL CENTRE TEAM LEADER - NIGHT SHIFT

EDINBURGH

£24,000 - £28,000 PER ANNUM D.O.E (+10% NIGHT SHIFT ALLOWANCE)

SHIFTS BETWEEN 21:00 PM - 07:30 AM

WORKING 5 OUT OF 7 DAYS ON A SHIFT BASIS

Job Summary:

To directly lead, manage and develop a team of Customer Service Agents to maximise their potential both individually and collectively. The ideal candidate will have previous experience within a Customer focused Managerial / Team Leader role, previous Call Centre experience is also advantageous.

Key Responsibilities

  • Manage the performance and development of team members through appropriate use of the performance Management system and a wide range of managerial techniques
  • Ensure that quality is a key team driver which underpins all operational performance, proactively driving a culture of continuous improvement
  • Be first point of call for resolving escalated issues to the satisfaction of the client in a timely manner to minimise risk to the Company and the client
  • Maintain the highest levels of client and customer satisfaction within the campaign
  • Act as a role model in displaying Ctrip's values in all activity and communication, promoting a positive and professional image of Ctrip at all times

Person Specification All candidates must:

  • Have previous Team Leader, Supervisory or Managerial skills
  • Previous Call Centre experience is advantageous
  • Multilingual is desirable

For more information on this role please contact me on 01895 205 493 or email me at Jamie.Rogan @ manpower .co .uk

"Team Leader" "Call Centre" "Contact Centre" "Customer Service"