Call Centre Team Leader
- Employer
- Undisclosed Company
- Location
- Birmingham, West Midlands
- Salary
- Up to £26000 per annum
- Closing date
- 3 Apr 2018
View more
- Sector
- Customer Service and Call Centre, Management and Executive
- Job Type
- Contract
- Hours
- Full-time
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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