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Call Centre Team Leader
2 weeks ago
**CALL CENTRE TEAM LEADER**
**BIRMINGHAM**
**£32,000 + BONUS + BENEFITS**
Our client, based in the service industry, are looking for a **Call Centre Team Leader **to join their hardworking and fast paced team. You will work in a shift rotation between 6am-9pm Monday to Sunday, managing a team of over 10 customer support advisors within the contact centre.
**BENEFITS**
This company offers 25 days of annual leave, with the option of buying and selling. Additionally, they offer a contributory pension scheme, employee assistance programme, income protection, retail discounts, free onsite parking and much more.
**RESPONSIBILITIES**
As a **Call Centre Team Leader** your key duties will include:
- Leading and developing a close-knit team of customer service advisors
- Identifying and solving performance-based issues
- Ensuring the team are dispatching jobs to technicians in accordance with SLA’s
- Rescheduling appointments with customers if cannot be attended
- Correctly prioritising service line jobs in a timely fashion
- Managing capacity planning, scheduling, and daily salix reports
- Escalating stock related issues
- Attending all relevant meetings with key stakeholders
**REQUIRED SKILLS & EXPERIENCE**
To be considered for the role of **Call Centre Team Leader,** you must have:
- Previous experience as a supervisor or team leader
- Experience in a call centre/customer service environment
- A detailed understanding of service-level agreements and KPIs
- The ability to provide excellent customer service against complex demands
- The capability to lead, coach and motivate individuals to success
- Excellent communication and interpersonal skills
- A professional and approachable demeaner
**NEXT STEPS**
Why wait? Don’t miss out
INDBR
**Salary**: £32,000.00 per year
**Benefits**:
- Additional leave
- Company pension
- Free parking
- On-site parking
Schedule:
- Day shift
- Flexitime
- Monday to Friday
- Weekend availability
Supplemental pay types:
- Bonus scheme
Ability to commute/relocate:
- Birmingham, West Midlands: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you have experience in a supervisory/ team leader role?
- Do you have extensive experience working in a call centre/customer service environment?
- Do you have a detailed understanding of service-level agreements and KPIS?
Work Location: One location
Flextime
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