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Contact Centre Team Leader
2 weeks ago
If your background is call centre or contact centre based and you’re ready for your next challenge, this could be THE role for you. We’re seeking not one, but two Contact Centre Team Leaders to join us, right here in our Manchester based modern office.
With a realistic and achievable bonus structure in place, you can boost your £23,000 salary and spend it on your weekends off and 26 days annual leave, you can see your pension contributions stacking up, have peace of mind if you’re unwell, you’ll benefitfrom our company sick pay policy and work flexibly between your home and the office.
What does a typical day look like? Operationally, you monitor and manage agent productivity, ensuring that the relevant contact strategies are followed, and any issues are either resolved or escalated. It is your job to ensure that all enquiries are properlymanaged, and clients are onboarded well. As a pillar of support to your team, you will manage the agents, ensuring they are equipped and capable in their role. Work with the Quality team to monitor and review agents calls, providing feedback when requiredand identifying any additional training needs.
What we’ll be looking for on your CV is previous contact centre/call centre experience, working with processes and procedures in a regulated environment, focus on the customer/client experience and how to make improvements, providing feedback, supportingothers through various training channels and excellent IT skills, working with a CMS/CRM system or similar.
