Call Centre Team Leader

1 week ago

London, United Kingdom CCA Recruitment Full time

**Role: Call Centre Team Leader**

**Location: Camden, London**
**Salary: £34,000 & competitive bonus scheme**
**Operational Hours: Mon-Friday 8am-8pm with some weekend working on a rotational shift pattern 9-6pm
- working 40 hours per week**

Are you looking for a company that rewards you? A growing company that has a clear progression path?

Do you enjoy managing people but miss talking to customers? This role combines both and you will be rewarded for your efforts with a competitive bonus scheme

The role of the **Call Centre Team Leader**

**Accountabilities & Deliverables of this Call Centre Team Leader**

**Role requirements of a Call Centre Team Leader**
- Leading the team to achieve target and hit SLA/KPIs.
- You will train, coach and mentor your team enabling them to meet targets whilst delivering exceptional customer service to customers.
- Ability to lead by example with high levels of customer service and closing skills.
- Constantly improves own and teams performance - lifts the performance of the team through effective documentation/driving performance and detailing employees improvement through development files.
- Sets plan for the week/month ahead based on current issues and analyses of previous week/month stats.
- Delivers weekly plans at healthy check meetings, through daily performance reviews and the delivery of work set by Call Manager.
- Utilises Coaching in 121s
- Ensures the relevant time is spent on employees’ and Team’s development, constantly reviews the performance of individuals, ensuring effective coaching is being conducted that relates to previous coaching sessions and is moving forward.
- Delivers documentation based on constant coaching and improvement of their team
- All paperwork is clear, concise, and legible with all areas completed for review by Senior Management.

**Personal Attributes of a Call Centre Team Leader**
- Good understanding of telephony systems.
- Excellent communication skills - effective coaching skills; to have the ability to build relationships & can motivate employees.
- Extensive knowledge of Microsoft packages.
- Strong commercial awareness
- Proactive and decisive approach to problem solving.
- Strong organisational aptitude and proven time management skills.

CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting you CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, your personal data will be held on our secure internal CRM system for a maximum period of 48 months. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 48 months inactivity your CV will be deleted permanently from our database

**Job Types**: Full-time, Permanent

Pay: £34,000.00 per year

**Benefits**:

- Company pension
- On-site parking

Supplemental pay types:

- Bonus scheme

**Experience**:

- sales: 1 year (required)
- Customer Service: 1 year (required)

Work Location: In person

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