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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 will be responsible for managing a team of agents to ensure the day-to-day successful running of the call centre team. This role requires excellent inter-staff working relationships, adherence to strict SLA response times, and a commitment to EML's #ONETEAM motto.

Key Responsibilities:

  • Maintain and develop excellent inter-staff working relationships
  • Adhere to strict SLA response times
  • Represent the Call Centre team at contract review meetings
  • Day-to-day management and co-ordination/prioritisation of staff and staff related issues
  • Ownership of weekly and monthly reporting and statistics
  • Respond to daily customer queries and official complaints
  • Ensure continual staff improvement in performance
  • Conduct monthly performance reviews with staff members
  • Effectively manage staff absence, lateness, and non-performance
  • Responsible for rota upkeep and annual leave planning

Requirements:

  • Management experience preferable but not a necessity
  • Ability to effectively people-manage difficult personal situations
  • Excellent problem-solving skills
  • Ability to operate at high level internally
  • Proven track record of consistent delivery of results
  • Excellent communication and conflict resolution skills
  • High level of organisation and ability to deal with multiple complex issues

What We Offer:

  • 25 days annual leave plus 2 days for volunteering
  • Global business landscape
  • Hybrid working
  • 12 weeks paid parental leave
  • Paid professional memberships
  • Pension scheme
  • Short term bonus scheme
  • Company Health Scheme
  • Long term illness cover
  • Life Assurance (Death in Service) Cover
  • EAP
  • BenefitsHub

About EML:

EML is an ASX listed company head quartered in Brisbane, Australia, with approximately 480 employees throughout Australia, Europe, the UK, and America. We are committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance, and encouraged to strive to reach their full potential.