Call Centre Team Leader (Customer Services)
My client, one of the UK’s largest home healthcare providers is recruiting for 2 x Call Centre Team Leaders to join their busy Customer Services team in Burton on Tent.
Managing a team of 12 outbound agents you will be responsible for the daily workloads, one-to-ones, appraisals and escalations.
Responsibilities;
You will lead and motivate your teams to deliver world-class customer service for each and every customer.
You will oversee team KPI’s and ensure that call handling targets are continuously met.
You will be responsible for the productivity and performance of each team member and you will support the continuous improvement and development of the team.
Liaise with the CS Quality Compliance Team to ensure appropriate and consistent adherence to policies and procedures is maintained, so that high operational standards are ensured.
Handling escalations and complaints, through ownership, and provide input to the quality and compliance team on root causes and propose resolutions.
Manage the overall absence/sickness policies and conducting return to work interviews and welfare visits as and when required.
Conduct disciplinary/capability meetings where individuals do not meet company standards.
Person specification;
Strong team management skills, capable of building, developing and motivating the team.
Very organised and pro-active.
Forward thinking and keen to grow with the company.
Strong professional image.
Self-motivated and enthusiastic.
Interested in understanding the business and company as a whole.
Confidence to tackle difficult working issues in order to ensure the maintenance of a positive working environment.
Excellent written and verbal communication skills.
Good health and attendance record.
GCSE Maths and English grade C or above (or equivalent) or Customer Service NVQ.
Working hours will be based on a 6-week shift pattern and will include weekend and evening work;
2 weeks of Earlies 08.00 – 16.30
2 weeks of Middles 09.00 – 17.30
2 weeks of Lates 11.30 – 20.00
In the 6-week period you will also work 2 Saturdays and 1 Sunday 08.00 – 16.30
If you have the required experience, skills and knowledge then please submit your CV immediately and call Andy on 01332 366 993.
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