Lead Agent- Weekend 16 HRs

2 months ago

Manchester, United Kingdom RT247 Full time

**Lead agent**

Formal position title.

**Reports To**

Operational lead & Head of Operations

**Contract Type ( Part - time )**

Temporary can lead to permanent after probation period 6 months

**Company profile**
Response Team 247 are an outsourced contact centre who specialize in the provision of Social Housing Sector call centre solutions for a range of UK wide Housing bodies.

**Position profile**
Weekend 16 hrs (Saturday - Sunday )

**Key Responsibilities**
- The Call Centre Lead will be responsible for leading a team of call centre advisors to achieve set goals and objectives.
- Lead will be expected to motivate and guide team members to improve

performance, resolve issues, and provide excellent customer service.
- Lead will be required to undertake cross-team responsibilities as part of

their role including (but not limited to); call traffic monitoring, recruitment, training,

performance management and reporting.
- Evaluate performance outcome against targets and react accordingly.
- Assess and review team’s and individual performance, introducing performance

management and improvement measures to maintain and improve overall

performance.
- Coach, mentor and develop your team to deliver exceptional customer service,

achieve targets, produce quality calls and meet (and exceed) agreed productivity and

service levels.
- To undertake recruitment as required by the Head of Operations
- To share ideas and help develop the business.
- Point of escalation for on-shift customer complaints.
- To provide cover ‘on the phone’ as and when required.
- Support and deliver call centre initiatives as requested by Head of Operations.

**Requirements**:

- Minimum of at least 2 years’ experience in a Call centre environment
- Possess excellent communication and leadership skills, be able to work in a performance focused environment, and have experience in managing a team in a call centre setting.
- Required to support the Head of Operations in delivering any ad-hoc projects or initiatives as required (eg. establishing new performance management approaches / exploring improved options for service delivery)
- Open to feedback and strong ability to improve/drive performance.
- Mature outlook and self-confident with the ability to be a team player.
- Has a strong desire to learn and improve knowledge through personal development.
- Ability to work on own initiative with little or no daily supervision whilst maintaining high accountability for the progress and deliverables of activity.
- Polite and courteous with colleagues, customers and clients.
- Creative influence on shaping Contact Centre culture and approaches to work across

all disciplines.
- Demonstrate empathy or sympathy when required.
- Takes ownership of their own actions and personal development.
- Ability to be flexible in approach to working methods and appreciate the requirements
- of the client.
- Possess a proactive approach to work.
- Organised and methodical.
- Forward thinking and ambitious to motivate/develop your team.
- Acts with credibility and integrity.
- Drives a solution orientated ‘can-do’ approach
- Demonstrates a personal commitment to support, appreciate and value the
- contribution of others.
- Must be able to have flexibility with shifts with notice.

The above is solely for this role.

**Contract Conditions**
- Hybrid Work-From-Home with occasional office meetings (Manchester )

To apply, please submit your CV.

Thank you for your interest in this position. We look forward to hearing from you.

**Job Types**: Part-time, Permanent, Zero hours contract
Part-time hours: 16 per week

**Salary**: £11.50 per hour

**Benefits**:

- Flexitime
- Work from home

Schedule:

- Every weekend
- Flexitime
- Holidays
- Monday to Friday
- Weekends only

**Experience**:

- customer service/ call centre: 2 years (required)

Work Location: Hybrid remote in Manchester

Expected start date: 22/07/2023

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