Client Services Helpdesk Team Leader

Posted 9 January by Tulip Recruitment Ending soon

Are you a real people person with effective team leader skills? Are you looking to join a vibrant, busy department?

If so, your main responsibilities will include:

  • Manage incoming telephone calls to be answered within agreed standards of service and and KPI’s
  • Collation of call stats and effectively report
  • Provide day to day management of the team including performance and HR duties where appropriate and in conjunction with Team Manager & Quality Manager
  • Provide support and training to members of the team, including new starters in line with training program & Quality Manager
  • Support the other Team Leaders and Team Members with a positive attitude and cover during periods of sickness and holiday
  • Respond to all urgent requests/escalations appropriately and in good time
  • Ensure quality and consistency is present in all interactions both verbal and written
  • Adhere to the departmental schedules and Standard Operating Procedures, ensuring these distributed regularly to the team.
  • Ensure departmental processes are regularly reviewed for continuous improvement with the Quality Manager

Required skills:

  • Previous experience in a Contact Centre with a high inbound call volume
  • Proven organisation skills and the ability to manage and prioritise a high volume of complex paper work
  • Ability to demonstrate through experience or training a thorough understanding of all departmental processes
  • Ability to demonstrate through experience or training sound management skills supporting direct reports in a fair and unbiased manner
  • Ability to work in a team displaying a high level of patience and a consideration of others needs
  • Knowledge of Microsoft Office package
  • Basic website and database knowledge

If you do not hear from a Consultant within 2 weeks of your application then unfortunately on this occasion you have been unsuccessful.

Required skills

  • Contact Centre
  • Management Skills
  • Microsoft Office

Reference: 33909622

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