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Call Centre Team Leader

Posted 7 March by Connect2Staff Easy Apply Ended

Team Leader £26-£30,000 plus bonus

We are looking for a strong leader for our client as large financial business. You will have xcellent people management skills, strong communication skills, the ability multi-task and prioritise, and this role would suit someone who will thrive in a busy, fast-paced environment. You will have ideally worked in a contact centre environment, be able to make decisions quickly and solve problems, and ensure your team is engaged and motivated to deliver results.

Key Responsibilities

Monitoring and evaluating a team of Customer Consultants performance against key metrics, customer outcomes and performance levels.

Ensure competencies are evaluated and developed as required to bridge any gaps in performance or call outcomes

Accountable for the consistent performance of assigned collections functions in meeting and exceeding daily, weekly and monthly objectives

Support the current collections model and interpret key MI to drive department performance

Working with Operational Management to implement and support strategic improvements.

Support workforce planning & scheduling adjusting staff duties and priorities as required ensuring optimum productivity.

Proactively support, coach and motivate direct reports by identifying appropriate training, job performance and evaluation on a regular basis in order to improve the productivity and quality of staff.

Provide support as required with all aspects of staffing, from recruitment through to disciplinary

Knowledge & experience

Previous call centre experience or customer services in a Leading role

Previous skills in managing a team and setting objectives

Conducting appraisals and one to ones

Good understanding of collections practices and procedures

Good hands-on experience of high customer contact standards

Working hours

You will be on a 37.5 hour per week contract and will work on a rotating shift pattern which consists of:

An early week: 7:45am -2:30pm

A late week: 2:15pm -9:00pm

Every other Saturday on the week of the late shift: 8:45am-1:30pm

Please note you will have to undertake a DBS and Credit check due to the nature of the business and also be able to provide prevoius references and proof of address for 3 years

Connect2staff are acting as an employment agency in relation to this role

Commercial Services Kent/Trading Ltd is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.

Reference: 34624562

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