Night Shift
Night Shift Team Leader - Datchet - £25,000 - £27,000
This is a superb opportunity to work for an established company in Datchet, who pride themselves on excellent service and a friendly and professional environment.
The position of Team Leader is to lead motivate and maximize the performance potential of a team of up to 10 operators.
Responsibilities -
- The role will be working with the Call Centre Management Team to proactively manage and consistently deliver solutions for all scheduling/planning of staff holidays, sickness contingency, appropriate shift coverage and off- phone time.
- To deliver all assigned tasks on time and to the desired quality
- To support the Call Centre by call taking when necessary and/or requested to by the Switchboard Manager
- To effectively hand over on a Friday and Monday and to produce a weekend summary report in time for the Monday Ops Meeting
- To answer all calls, with politeness, proficiency and professionalism, at all times.
- To answer all calls presented to you within the time limits set for the call and handle according to the requirements of the customer.
- To respond to all inbound emails or faxes in accordance with the requirements of the customer.
- To attend, on a regular basis, all relevant management meetings and to cascade outputs to all relevant team members in a timely manner
- To lead by example in all areas of performance and to continuously demonstrate the behaviours/values regarded as important within the company Call Centre
- To hold a 1 hour 1-1 session with each team member every month
- To spend 1 hour per month side-by-side coaching with each team member
- To maintain and continuously update a personal file for every team member, to include all coaching materials/observations, call evaluations, personal development plans and monthly 1-1 documentation
- To focus on the skills and knowledge development of the team, undertaking (as required)
- Call handling
- Off Phone Coaching
- To focus on the skills and knowledge development of the team, working with the Switchboard Manager in delivery of
- Induction Programmes
- New Starter Training
- Refresher Training
- Ownership, to timely conclusion, of all HR matters arising within the team including performance management
- Undertake any other duties deemed reasonable in order to support and manage the Call Centre
March 30, 2009
• Tags: Great position Job in Windsor, Home Counties Uk, Night Shift • Posted in: General