Team Leader

Team Leader

Northampton

I am recruiting for a team leader for a company that understands that every customer is a unique individual with specific requirements that will change and evolve over time.

They work with their clients to design and develop flexible solutions to deliver a great customer service.

Providing multi-channel customer response, claims management and enhance contact centre.

As a Contact Centre Team Leader you will be responsible for assisting with the daily management of customer service and/or sales representatives, to ensure successful and profitable service delivery of client campaigns.

• Ensuring campaigns meet all SLA's, KPI's and daily performance targets,
• Monitor quality assurance across a number of channels to ensure successful delivery of services.
• Create and utilise management information to required client standard.
• Manage the team effectively and deliver results, reporting directly to the Operations Manager.
• Managing any issues that arise whilst adhering to HR systems and procedures.
• Act as a mentor and coach to assist team members to develop within their roles and plan for career development,
• Management and utilisation of workforce management tool to aid delivery of productive performance.

The ideal candidate:

• Good communication by telephone and written,
• Attention to detail,
• Ability to multi task
• Ability to work shift patterns (weekends & evenings)
• Punctual
• Listening skills
• Initiative to capture missing information,
• Ability to work under pressure

*Essential that you are competent on Microsoft Office and Outlook*

Previous team leader experience is desirable.

Please email your CV to Claire at to be considered for this position or call Claire on 01604 637495.