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Contact Centre Team Leader
2 weeks ago
What is the role...
The Team Leader will report directly to the Service Operations Manager and will be tasked with the ongoing development, monitoring and assistance of all Ambassadors within their team on a daily, weekly and monthly basis.
They will provide real time feedback on call quality, scoping, ticket resolution and offering regular detailed advice on ticket management.
What we are looking for...
We are looking for a dynamic and people focused team leader who is passionate about leading their team to success.
You will have extensive contact centre experience, with a minimum of 18 months experience of working as a team leader in a contact centre.
What you'll be doing...
- Lead and motivate a team of up to 15 Ambassadors to deliver excellent levels of individual/team performance and customer satisfaction.
- Hosting 121's and team meetings.
- Keeping up to date with business development and new product lines.
- Manage daytoday floor activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs.
- Managing absence, completing Return to Work meetings, and addressing any trends in absence patterns.
- Working closely with the Quality Team to ensure training and development plans are maintained for all team members.
- Support the Service Operations Manager to highlight operational risks and areas for improvement.
Here's what we'll give you...
We take pride in providing an entry for many into the IT industry.
We offer extensive benefits to our employees to help them grow both professionally through qualifications and experience, but also inter-personally through our fun, collaborative and diverse working environment.
Please see below a taste of our benefits:
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Fully funded Microsoft certifications:
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Free Premium Gym membership worth up to £60 pcm:
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Monthly bonus scheme:
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37.5 hour working week between Monday to Friday, with only one weekend shift required to work per month
- Cycletowork scheme
- Company Pension Scheme (if you pay a minimum 5% and we will pay in an additional 3%)
- Free onsite parking
- Access to the Employee Assistance Programme (EAP)
- Free food carts along with a monthly team meal voucher
- A paid day off on your birthday
- A private help cash plan which helps cover opticians, dental and medical bills
- 22 Days Annual Leave + 1 extra day for length of service up to a maximum of 25 days (1 day accrued per year)
When we'll need you and where you'll be...
We operate our business around the clock to provide support to customers around the globe. For this particular role you will be supporting our Ambassadors over a 13:00pm - 21:00pm shift (flexibility is required until 10pm)
Job Types:
Full-time, Permanent
Salary:
£36,250.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Gym membership
- Private medical insurance
- Referral programme
- Sick pay
- Wellness programme
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental pay types:
- Bonus scheme
- Performance bonus
Ability to commute/relocate:
- Bristol, BS32 4RZ: reliably commute or plan to relocate before starting work (required)
Work Location:
Hybrid remote in Bristol, BS32 4RZ
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