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Call Centre Team Leader

3 months ago

Edgware, United Kingdom Osborne Appointments Full time

**Do you have experience in a call centre supervisor role or have you been an agent for some time and have what it takes to progress to the next level?**

**This could be for you**

OA are recruiting on behalf of our client for a Team Leader within their call centre based in Colindale which is conveniently located for commuters. Established 21 years ago with a portfolio of smaller clients right up to well-known brands/organizations, they are the market leader in the UK in what they do.

**Role: Customer Contact Centre Team Leader (experience within this field is necessary)**

**Rate: £12.00ph plus holiday accrued**

**Duration: Temp to perm at 8 weeks**

**Days: Monday to Friday**

**Times: 9am - 6pm (with a one-hour lunch) Office based only. 40 hour week.**

Dealing with a variety of customer service campaigns on behalf of the clients/brands they represent to ensure a high standard of Customer service is delivered.

The client really values its employees and offers career development within the company. You receive full training to represent the brand you are working on to the highest standard and to gain a full understanding of what is expected. In order to be successful on each campaign, relationships need to be built with the clients to ensure complete satisfaction and the return custom. This is extremely important as you will ensuring the call centre agents are representing the brand in the appropriate way.

**Team Leader Responsibilities**:

- Manage and lead a team of customer service agents, working multiple campaigns to ensure these are implemented according to our client’s expectations
- Coaching and mentoring team members
- Ensure Agents are being given regular constructive feedback in regards to their KPIs and SLAs
- Update team with business changes and follow up with further training/coaching when necessary
- Participate in regular meetings to go through team performance stats with QA Team and L&D to ensure the teams are aligned with business standards
- Work alongside the Recruitment Team when needed and help conducting interview to find new talent that fulfils business needs
- Report and monitor absence and lateness by ensuring completion of respective forms
- Send daily/weekly reports

**Team Leader Requirements**:

- Experience working in a call centre environment previously (2 years)
- Positive and professional working attitude
- Previous experience in a supervisor role - coaching and assisting a team with queries with the correct management technique
- Working within a role that has dealt with key performance metrics
- The ability to build relationships with people at all levels.
- Computer literate

**Benefits**:

- Work events/fun days
- Clear progression path
- Department recognition initiatives in place for top performers
- Training programme's
- Access to retailer discounts through their program
- Bonus scheme
- Commission pay
- Performance bonus
- Annual bonus

BARNCOMMT

**Job Types**: Full-time, Temp to perm

**Salary**: £25,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Free parking
- On-site parking

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Commission pay
- Performance bonus
- Signing bonus
- Yearly bonus

**Experience**:

- Call centre: 2 years (required)

Work Location: One location

Reference ID: BCETLC