Team Leader - Contact Centre

07 Jan 2021
15 Jan 2021
Contract Type
Full Time
Role: Call Centre Team leader
Location: Home Based
Term: 6 month contract - start January
Salary: GBP25,000
Operational Hours: Mon-Sun 7am-11pm - working 40 hours on a rotational shift pattern in these times

The role of the Call Centre Team Leader 6 month FTC is to lead, develop and manage a team of Customer Service Advisors in line with local campaign and partner requirements across multiple locations and work streams. Previous contact centre leadership experience is essentiaal for this role.

The role will work alongside campaign managers, Operations Manager and Heads of Department.

The Call Centre Team Leader 6 month FTC will develop the Customer Service Advisors in all skill aspects including but not limited to root cause analysis and applied coaching to ensure accuracy across the department.

The role works with partner stakeholders to ensure that day to day expectations and requirements are met with all deliverables executed on time and to a high standard.

Accountabilities & Deliverables

Demonstrates an awareness of campaign specific products and services
Applies Service Excellence knowledge and influence across the business unit
Works effectively as an individual and as part of a team
Challenges inappropriate behavioural practices recognising this is key to the success of the campaign
Maximises results opportunity through building and maintaining effective working relationships with Operational and Support areas
Works effectively and creatively to achieve targets through managing trends and continuously improving processes and ways of working, confident to test new ways of working to engage our people
Keen to learn new skills whilst enhancing existing capabilities
Is committed to continuous improvement and leading by example
Manages delivery of own workload as well as tactical and day to day tasks whilst prioritising according to impact analysis, contractual service level agreements and the overriding Customer Excellence Strategy

Person Specification

Self-motivated and able to work both independently and as part of a team
An effective leader of people
Communicates and presents comfortably at a high level - both written and verbally
Experience in similar Call Centre Team Leader within contact centres is essential
Comfortable in remotely managing your team
You will be required to use your own equipment working from home

Please apply online for an immediate interview!

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