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Team Leaders

5 months ago

London, United Kingdom Confero Full time

**About Us**

Established in 2001, Confero is a leading UK Outsource Call Centre business that has a portfolio of clients ranging from small firms, leading brands and FTSE 100/250 organisations - based in North West London, Colindale, our offices are conveniently located for London commuters.

We are very often the public face of global brands and have the responsibility to make sure these are represented to a high standard by delivering outstanding customer service campaigns with leading scripting software, reporting and dialling systems.

We take pride in valuing and nurturing our employee’s career development and provide a friendly and positive multicultural environment.

Our employees receive full training to understand and represent our brand values in order to deliver outstanding customer service and build robust and long-term client relationships and strategic partnerships - our business is expanding and the only way this type of growth is successful is if our employees grow with us.

We continually engage with new prospects and opportunities - come join us if you would like to expand your knowledge and involve as a professional

**Core responsibilities**
- Manage and lead a team of customer service agents, working multiple campaigns to ensure these are implemented according to our clients expectations
- Coaching and mentoring team members to understand how we can offer support in their career development and overall performance
- Ensure Agents are being given regular constructive feedback and QA reviews are being conducted in order to achieve 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

**Requirements**:

- Proven call centre experience is essential for this position
- Professional, self-motivated individual with excellent communication skills, positive working attitude looking for an exceptional career opportunity
- Able to operate autonomously and effectively in a Team Leader role, supporting and contributing to the strategic direction of the business
- Being able to take ownership of team queries and offer constructive coaching in line with performance goals
- Understanding of key performance metrics and performance management techniques
- Good interpersonal and soft skills to be able to deal with people at all levels
- Flexible and happy to work shift patterns from Monday to Sunday as per business requirements

Work Remotely
- No

**Salary**: £12.00 per hour

Supplemental pay types:

- Bonus scheme

COVID-19 considerations:
We follow all government advice.

**Experience**:

- Call Centre: 1 year (required)

Work Location: In person