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Call Centre Team Leader

4 months ago

Aston Cross, United Kingdom ATS Euromaster Full time

**Call Centre Team Leader (Outbound)
We currently are recruitment for a Team Leader to join the Outbound team within the

GoTo department.

As Call Centre Team Leader - Outbound, you will lead, manage and develop a team of

Customer Support Advisors within the GoTo Call Centre.

You will consistently ensure a high level of customer service throughout the customer

journey, to both internal and external customers, and achieve this within a critical

timeframe.

Key Responsibilities include:

- Ensure jobs are dispatched to Technicians in a timely manner in line with SLA and agreed process.
- Ensure customers are contacted if appointments cannot be fulfilled as promised to reschedule.
- Ensure Service line jobs are prioritised correctly and dispatched in a timely manner.
- Manage the daily Salix exception reports.
- Manage operational traffic via the dedicated back office line.
- Capacity plan to ensure availability for in day emergencies.
- Ensure handover is completed at shift changes.
- Ensure that the agreed escalation processes are followed.
- Ensure we maximise all possibilities to place the job into the ATS network before OSP.
- Be empowered to make decisions regarding OSP and stock.
- Escalate any stock issues that may arise.
- Attend relevant meetings with key stakeholders.
- Liaise with Mobile Coordinators and Mobile Area Operations Managers to escalate any field issues.
- Manage the Jeopardy Management process.

key performance indicators, and is able to manage customer expectations and

demands to provide outstanding customer service.

They will be able to lead, coach and motivate a team to achieve results and will have

excellent communication and interpersonal skills. Coupled with the ability to build

established relationships, they will be professional, approachable and role model the

standards and behaviours expected.

The working hours for this role will be 37.5 hours per week, Monday to Sunday between

the hours of 6am-9pm on a rota basis.