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Contact Centre Team Leader
2 months ago
Job Summary: Hamilton Woods is seeking a highly skilled Contact Centre Team Leader to oversee the out-of-hours call team, providing supervision and guidance to ensure a high-quality 24-hour service.
Key Responsibilities:
- Lead a team of multi-skilled staff, delivering a comprehensive service including security, CCTV, concierge, mobile patrols, anti-social behaviour, and fire alarm response.
- Liaise with law enforcement agencies and local authorities to reduce and prevent incidents of crime and anti-social behaviour.
- Develop and implement training programs for new team members, focusing on job-specific skills, health and safety, and welfare issues.
- Collaborate with the Night Manager to manage the team's shift roster, ensuring adequate staffing levels across 24 hours a day, 365 days a year.
- Monitor and effectively manage employee absences, identifying areas for improvement and implementing strategies to minimize downtime.
- Identify and address training needs, ensuring the team remains up-to-date with the latest procedures and protocols.
- Record and address customer complaints, maintaining a high level of customer satisfaction.
- Attend management meetings and training sessions as required, staying informed about industry developments and best practices.
- Conduct regular safety inspections and risk assessments, ensuring a safe working environment for all team members.
Requirements:
- Full UK driving license
