Team Leader (Trainee)
Team Leader (Trainee)
Location: Leicester, LE1
Salary: GBP25,000 per annum
Longevity: Permanent
Hours: Mon - Fri, between 7am - 6pm, 37.5 hrs per week (Office Based)
Permanent Vacancy
Flowers Associates are recruiting for a Team Leader on behalf of a well-established property management company based in LE1. This role would be a fantastic opportunity for a senior contract centre agent looking to progress up the ladder into a team leader position.
We are looking for someone who is great with people and able to build strong relationships with team members as well as broader team leaders as well as someone with customer service experience. This person will have strong communication skills and the ability to work well as part of a team.
If you enjoy motivating and performance managing people, have the ability to build strong, professional relationships and have previous customer service experience then this is the role for you!
The Role:
The main responsibility of this role is to manage the performance of the contact centre agents and manage the client's workloads/contracted service level agreements.
The successful Team Leader (Trainee) will be responsible for the following duties but, not limited to:
Motivate and performance manage contact centre agents
Ensure that key performance indicators are reviewed, monitored, and met with the team member's understanding of what these are, how to achieve them and how they are scored
Review and set new quantitative and qualitative targets for agents
To coach and inspire agents to deliver excellent customer service
Conduct monthly 1-2-1 meetings with team members, focusing on KPI's, behaviours, continuous improvement/development, and business updates
Conduct RTW interviews, manage positive attendance, performance reviews, disciplinary meetings, and also, assist the broader leadership team in these areas
Operational duties of:
Daily team huddles to handover/identity any issues that may affect the operation of the contact centre,
Focus on resourcing daily and call volumes, ensuring all queues are adequately resourced for, absorbing sickness, holidays, breaks, lunches of other members of staff across the 24-hour shift pattern
Monitor call queues and take action to maintain the required grade of service and agent adherence
Ensure emails to the helpdesk supervisors inbox are dealt with within a timely manner
Attend client meetings and business meetings with other teams across the business
Ensure that all HR processes and policies are adhered to, invoking disciplinary procedures where appropriate
To expertly understand the clients of the contact centre and their policies and procedures
Any other duties commensurate with the level of this post, which will be discussed with you
The Ideal Candidate will:
Be able to build strong relationships with customers, approved suppliers, and manufacturing representatives
Display strong communication skills, both written and verbally with the ability to ask questions to ensure a full understanding
Have a keen eye for detail, be able to spot discrepancies and follow a process to proficiently solve them
Previous exposure to invoices, reconciliation is desirable
Strong IT skills including Microsoft packages
General Administration skills
Highly organised and methodical
Additional Information:
Holidays: 20 days plus bank holidays
Employer contributed pension scheme
Company Retail Discount Scheme
4-minute walk from Leicester Train Station
8-minute walk from Leicester Bus Station
Location: Leicester, LE1
Salary: GBP25,000 per annum
Longevity: Permanent
Hours: Mon - Fri, between 7am - 6pm, 37.5 hrs per week (Office Based)
Permanent Vacancy
Flowers Associates are recruiting for a Team Leader on behalf of a well-established property management company based in LE1. This role would be a fantastic opportunity for a senior contract centre agent looking to progress up the ladder into a team leader position.
We are looking for someone who is great with people and able to build strong relationships with team members as well as broader team leaders as well as someone with customer service experience. This person will have strong communication skills and the ability to work well as part of a team.
If you enjoy motivating and performance managing people, have the ability to build strong, professional relationships and have previous customer service experience then this is the role for you!
The Role:
The main responsibility of this role is to manage the performance of the contact centre agents and manage the client's workloads/contracted service level agreements.
The successful Team Leader (Trainee) will be responsible for the following duties but, not limited to:
Motivate and performance manage contact centre agents
Ensure that key performance indicators are reviewed, monitored, and met with the team member's understanding of what these are, how to achieve them and how they are scored
Review and set new quantitative and qualitative targets for agents
To coach and inspire agents to deliver excellent customer service
Conduct monthly 1-2-1 meetings with team members, focusing on KPI's, behaviours, continuous improvement/development, and business updates
Conduct RTW interviews, manage positive attendance, performance reviews, disciplinary meetings, and also, assist the broader leadership team in these areas
Operational duties of:
Daily team huddles to handover/identity any issues that may affect the operation of the contact centre,
Focus on resourcing daily and call volumes, ensuring all queues are adequately resourced for, absorbing sickness, holidays, breaks, lunches of other members of staff across the 24-hour shift pattern
Monitor call queues and take action to maintain the required grade of service and agent adherence
Ensure emails to the helpdesk supervisors inbox are dealt with within a timely manner
Attend client meetings and business meetings with other teams across the business
Ensure that all HR processes and policies are adhered to, invoking disciplinary procedures where appropriate
To expertly understand the clients of the contact centre and their policies and procedures
Any other duties commensurate with the level of this post, which will be discussed with you
The Ideal Candidate will:
Be able to build strong relationships with customers, approved suppliers, and manufacturing representatives
Display strong communication skills, both written and verbally with the ability to ask questions to ensure a full understanding
Have a keen eye for detail, be able to spot discrepancies and follow a process to proficiently solve them
Previous exposure to invoices, reconciliation is desirable
Strong IT skills including Microsoft packages
General Administration skills
Highly organised and methodical
Additional Information:
Holidays: 20 days plus bank holidays
Employer contributed pension scheme
Company Retail Discount Scheme
4-minute walk from Leicester Train Station
8-minute walk from Leicester Bus Station