Call Centre Team Leader
2 days ago
**Call Centre Team Leader - Social Housing Repairs
Berkshire
£26K - £32K + Benefits**
Here at Howells, we are working with a leading, UK contractor to find an experienced, and proactive Call Centre Team Leader to lead the planning, customer service and admin team in a busy contractor call centre.
You must have previous experience working as a Planner / Scheduler or Senior Planner / Scheduler on a Social Housing contract, for either a main contractor or RSL (Social Landlord), as well as experience of running monthly team meetings and one-to-ones,arranging weekly rota and ensuring coverage for all shifts, monthly call audits and scoring for all team members and KPI reporting/monitoring of statistics.
The successful Call Centre Team Leader will also be responsible for:
- Ongoing review of productivity and processes
- Ongoing service improvement reviews/opportunities
- Regular monitoring of trends
- Relationship Management between the call centre and operational teams
- Monthly learning lessons reviews
- Attendance of resident meetings/board as and when required
- Working closely with the resident teams based on each client contract
- Attend monthly meetings with the client
- Understand the contractual and commercial side of the business (budgets, coding and job allocations)
- Attend new bid interviews if required
- Part of the mobilisation team of new contracts
- Aid the Regional Call Centre Manager as and when required
**Call Centre Team Leader Salary & Benefits Package**
This is a permanent, full-time role for which you will receive an excellent salary of up to £32,000 + Benefits.
**Applications
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