Call Centre Team Leader

Call Centre Team Leader

Are you experience in leading a contact Centre Team to success? Working to manage a team of customer service advisors you will be target driven and used to working towards strict SLA agreements to be successful in this role. You will be a people supervisor with experience of conducting staff 121’s appraisals and performance management. Working across two shifts between the hours of 8am and 6pm you will be experience at providing the very best customer service at all times.

Start: ASAP

Location: Huntingdon, Cambridgeshire

Salary: Up to £35,000

Hours: Between 8am & 6pm, Shift 1 – 8am – 4.30pm, Shift two 9.30am – 6pm (mixture of both)

Duration: Permanent

Benefits: 25 days holiday​​​​​​, 7% employer pension contribution, Annual personal review, Seasonal flu jabs, Employee assistance programme, Wide range of development and training, Team building events, Income Protection Scheme

Duties:

• Managing a team of customer service advisors in a day-to-day basis
• Ensuring that the very best customer service is delivered in respect of SLA agreements
• Develop, motivate, and lead a team to success
• Call listening and thinking of ways to improve service levels through training
• Audits of service levels being provided
• Providing feedback to team members on ways they can improve service levels
• Performance management and keeping accurate records
• Delivery of monthly 121’s, annual personal reviews
• Coaching, objective setting, and conducting team meetings
• Onboarding and inductions for all new starters
• Ensuring that staffing levels are sufficient on a daily basis

Skills and Experience:

• Previous experience of leading a contact centre or claims teams
• Previous staff management experience including staff appraisals
• Experience of onboarding and training new starters
• Conflict resolution experience essential

If you have not received a response within 3-5 working days, unfortunately your application has been unsuccessful. Busy Bee Recruitment Ltd is acting as an Employment Agency for this Permanent vacancy.