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Call Centre Team Leader

Call Centre Team Leader

Job Title: Call Centre Team Leader
Contract Type: Permanent
Location: Hornchurch
Industry: Contact Centres
Reference: HQ00008504_1650884788
Contact Name: Eve Jenkins-Tucker
Contact Email:
Job Published: 25 April 2022
Job Description

Call Centre Team Leader
Salary:Starting at £22,500 (Competitive)
Job Type:Full Time, Permanent, 35 hours Monday- Saturday, shift work

My client is the industry leaders in both debt recovery and metering services for the utility industry and due to a growth in business they are looking for the right candidate to join them during this exciting time.

Do you have experience managing or leading a team big or small?
Have you got experience coaching or mentoring other colleagues?
Are you looking to be a part of a successful and growing organisation?
If you answered yes to any of the above, this could the next step in your career!

You will be required to:
-Lead, manage and drive your team performance to meet both company and client led KPI's and requirements.
-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 of new staff into the team following completion of induction training.
-Delivering the required quality standards within the quality assurance framework.
-Being a driver for change 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.
-Working with management, peers and colleagues across the company to keep fully up to date with all client-based matters and expectations helping to embed a culture of collaboration across the business.

-Driving Performance
-Interpersonal Skills
-Problem Solving and Decision Making
-Developing, Influencing and Inspiring Others

-Experience of leading a team or achieving results through others using established coaching and training methods.
-Previous experience working in a customer facing environment.
-Adaptable, flexible, resilient and a champion for change.
-Highly capable with Microsoft Office, and other similar systems.
-Strong communicator and proven ability to inspire, motivate and support colleagues.

If this sounds like the role for you or if you have any questions, please get in touch!

Vibe Recruit is acting as an Employment Agency in relation to this vacancy.

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