Call Centre Team Leader

2 weeks ago


Birmingham, United Kingdom Brite Recruitment Full time

**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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