Call Centre Team Leader

Call Centre Team Leader

Leicester

Permanent

£23,500 – £30,000

Rotating Shift Pattern including weekends

We are currently recruiting for a number of Call Centre Team Leader positions within a rapidly growing Leicester based organisation.

The ideal candidate will come with immediately transferable skills including 1-2 years experience within a Call and Contact Centre Team Leader role managing between 8 and 15 members of staff.

The ideal candidate will be driven to perform through their team members, ensuring 1:1s are carried out frequently within a structured but individually lead fashion. Candidates will be driven to perform through their team and have a real focus on people management.

Duties of the role will include:

Support the Customer Service Manager to deliver business targets and objectives create a performance-orientated culture
Lead a team to deliver individual and team performance targets
Motivate, coach and develop all team members through planned call monitoring and evaluation session’s
Facilitate regular team meetings in a meaningful and innovative way
Act as an escalation point for Customer Service and Sales Advisors; liaising directly with customers when required
Demonstrates appropriate service recovery behaviours (I.E. liaise with other departments to resolve customer issues)
Anticipate operational issues within the team and develop solutions based on logical reasoning, past precedents and best practice
Coordinate workloads to ensure maximum productivity as measured through agent availability metrics
Follow all performance management guidelines relating to time and attendance requirements as set out in the Employee Handbook

If you are interested in this position, apply immediately for consideration