A fantastic opportunity is available for a Call Centre Team Leader to join a leading social research company in Birmingham City Centre.
The role and responsibilities
-You will be leading, coaching and mentoring a team of up to 20 interviewers ensuring that the business brand and values are brought to life in every customer interaction through managing quality, customer experience and productivity.
-Delivering coaching with SMART objectives for every individual team member
-Monitor and evaluate all performance indicators on a daily basis for each member of staff
-Manage disciplinary procedures in a fair and equitable way in line with the company policies and procedures
-Monitor outcomes of all quality checks and consolidate these in to coaching feedback
-Support pilot of projects
-Deal effectively with escalated complaints
To be considered for this role you must have worked as a Team Leader previously in a Call centre.
-Proven managerial experience through coaching, motivation and accountability
-Ability to take ownership and delivery of projects by working collaborative with peers and through a management approach
-Capability to manage and deliver diverse projects with different client needs
-Project leadership skills, professionalism and act as a role model
-Ability to lead a team in multi-tasking, prioritization and meeting timelines
The company are offering a competitive salary of £22,000+ depending on experience, you will be working a 35 hour week which would need to be flexible with working hours as some weekends are required, fantastic working environment and benefits scheme.
Please click below to apply