Contact Centre Team Leader
2 weeks ago
Position: Team Leader Salary: paying up to £30,000 plus on top bonus Location: Hybrid - Norwich Benefits: 31 days of holiday (rising with tenure) Discounts on a variety of services and products 24/7 employee assistance program Pension scheme (up to 3% employer contribution) Free on-site parking Role Overview: The Team Leader oversees a team, supporting Call Handlers and ensuring excellent service.
Responsibilities include performance management, KPI monitoring, recruitment, scheduling, and staff training.
This role involves one week of on-call support every five weeks, assisting with both team operations and high call volumes when needed.
Key Responsibilities: Team Leadership: Promote a positive work environment, motivate team members, manage performance and absence.
Operational Oversight: Monitor KPIs, ensure compliance with TSA standards, and assist with staffing and cost management.
Support & Development: Conduct appraisals, create improvement plans, and provide training.
Call Handling Support: Step in during high volumes or emergencies to support call handling.
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