Call Centre Team Leader

Have you managed large teams of at least 15 people within a busy call centre environment? Can you coach and inspire teams to succeed? If so, then this is the job for you!

Our client are looking for a team leader to join their busy contact centre based in Romford.

Benefits

• Attractive annual leave
• UNCAPPED BONUS
• Pension
• Employee Assistance Programme
• Monday - Friday only
• Good transport links

Duties

• Lead, manage and drive your team performance to meet both our client's and their customer led KPI’s and requirements. Ensuring prompt and accurate reporting to stakeholders as required.
• Demonstrate visible and active leadership supporting and challenging colleagues with respect, integrity and honesty.
• Driving individual and team performance through the setting of targets and other key measurements.
• Motivate and support agents to become the best they can be utilising the personal development tools, embracing training, coaching and through open and honest 2-way conversations.
• Supporting the recruitment of staff into the contact centre and the embedment of new staff into the team following completion of induction training.
• Delivery of the required quality standards within the quality assurance framework.
• Being a driver for change through analysis and interrogation of data both directly and indirectly impacting your team to identify opportunities for improvements and efficiencies to increase customer satisfaction and the team’s performance.
• Act as a point of escalation for both clients and client customers expressing dissatisfaction with the levels of service provided through the customer contact team.

If you have a backfround withincall centre management please apply asap to avoid disappointment.