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Call Centre Team Leader

Employer
Undisclosed Company
Location
Birmingham, West Midlands
Salary
Up to £26000 per annum
Closing date
3 Apr 2018

We have a great opportunity for an experienced Team Leader to join a leading organisation based in Birmingham on a 6 month fixed term contract. You will be responsible for the daily management and leadership of a Customer Service Team within a Contact Centre. You will proactively lead, advise, coach and motivate the team, ensuring maximum performance is achieved.

This is a 24/7 operation, 365 days a year therefore you must be flexible with working hours/shift patterns.

As a Team Leader, your responsibilities will include:

* Ensure the team is appropriately resourced to maintain high levels of customer satisfaction

* Support/assist the team in responding to all incoming calls

* Drive performance to continually improve against key performance indicators

* Ensure adherence to agreed service level agreements

* Monitor and provide monthly KPIs and SLAs reports on team performance against targets

* Undertake 121s with each member of the team; ensuring PDPs are in place

* Dealing with Escalations

* Call monitoring and providing feedback to team members

* Work flexibly to support 24/7 365 operation

* Strive to maximise internal and external customer satisfaction

Skills and experience required:

* Leadership and line management experience within a fast paced customer service environment

* Outstanding communication skills

* High level of accuracy and attention to detail

* Calm under pressure and flexible in approach

* Ability to adapt to changing customer demand

* Strong organisational skills and ability to prioritise

* A good working knowledge of using Microsoft Word, Excel and PowerPoint as well as being able to use Google mail

* Basic UK geography

* Ability to challenge behaviours

The role is offered with a salary of £26,000 and 33 days annual leave including statutory (pro-rata)

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