Brook Street

Call Centre Team Leader

Brook Street
Liverpool, Merseyside, England
£22000 - £24000 per annum
01 Aug 2018
29 Aug 2018
Contract Type
Full Time

Are you an experience call centre team leader or manager that`s looking for a fresh challenge in a Call Centre/Contact Centre environment? Are you adaptable to work on two different outsourcing campaigns that feature both customer enquiries to technical customer advice?

If so, this could be the perfect role for you. Working at their Liverpool office situated in the city centre, the company are recruiting for a Call Centre Team Leader position to join their growing BPO side of the business.

The day to day responsibilities for this role include:

Managing a small multilingual team of Customer Service Associates to provide first class customer service to the customer, covering complex general enquiries.

Managing two projects, with the one being an account that requires first hand technical customer advice to customer enquiries.

Developing and coaching your team to maximise performance and to ensure high levels of customer service are delivered in line with service levels (SLA`s) and KPI`s.

Creating a culture for being passionate about understanding what the customers are passionate about.

Delivering ongoing support for all agents regarding the resolution of issues by utilising mutual empathy and respect in a timely and efficient manner.

Building and promoting a positive work culture to promote the delivery of excellence in customer service.

Identifying and creating opportunities that improve the customer`s experience through continuous evaluation.

Providing a value add service that builds the brand and its reputation alongside enhancing the customer`s experience.

Channelling communication to ensure key stakeholders are kept level of each campaign performance and each challenges.

Building strong relationships with both internal and external customers.

To successfully apply for this role, you must have:

Significant team leader and management experience working in a call centre and contact centre environment.

Strong leadership experience, having evidence of driving team performance through development and coaching techniques alongside situational leadership.

Strong understanding of people issues and having the skills and experience to manage others.

A passion for delivering first class customer service.

Excellent planning and organisational skills.

Proactive, confident, self motivated and being driven to succeed.

Although it's not an essential, it would be advantageous to have previous team leader experience in a BPO focused call centre.

This position also requires the flexibility of a candidate that are flexible to provide a presence to both campaigns over a 7 day operation.

If the above matches your skills and experience, please give me a call on 0151 242 6090 or e-mail me on or to apply direct, please follow the below link /portal/full-register