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Call Centre Team Leader

2 months ago

London, Greater London, United Kingdom EML Full time
Job Title: Call Centre Team Leader

About the Role:

The Call Centre Team Leader is responsible for the day-to-day management and guidance of a team of agents to ensure the successful running of the call centre team. This role requires strong leadership and communication skills to motivate and support team members in achieving their goals.

Key Responsibilities:

  • Manage and coordinate team activities to meet performance targets and service level agreements
  • Represent the call centre team at contract review meetings and negotiate with clients
  • Oversee staff performance, provide feedback, and conduct regular performance reviews
  • Ensure accurate and timely reporting of team performance and statistics
  • Manage customer queries, complaints, and escalations in a professional manner
  • Develop and implement strategies to improve team performance and customer satisfaction
  • Collaborate with other departments to resolve issues and improve business outcomes

Requirements:

  • Proven leadership and management experience in a call centre environment
  • Excellent communication and interpersonal skills
  • Ability to work in a fast-paced environment and prioritize tasks effectively
  • Strong problem-solving and analytical skills
  • Ability to operate at a high level internally and externally
  • Proven track record of delivering results and improving team performance

What We Offer:

  • A competitive salary and benefits package
  • Opportunities for career growth and professional development
  • A dynamic and supportive work environment
  • Recognition and rewards for outstanding performance

About EML:

EML is a global leader in the fintech space, dedicated to inspiring transformative digital change for our customers and communities. We value diversity, inclusion, and collaboration, and are committed to creating a workplace where everyone can thrive.