Call Centre Team Leader

**Department**

Operations

**Reports to**

Head of Operations

**Description**

Reporting to the Head of Operations, the Senior Property Manager will be responsible for delivering a high standard of service on behalf of our clients, leading a team of call centre agents to achieve set goals and objectives.
The Senior Property Manager will be expected to motivate and guide team members to improve performance, resolve issues, and provide excellent customer service.

**Responsibilities**
- Team Performance Management:

- Ensure that the team are focused on achieving and exceeding set targets.
- Evaluate performance outcome against targets and react accordingly.
- Assess and review team’s and individual performance, introducing performance management and improvement measures to maintain and improve overall performance.
- Coach, mentor, and develop your team to deliver exceptional customer service, achieve targets, produce quality calls, and meet (and exceed) agreed productivity and service levels.
- Communication and Relationship Management:

- Communicate effectively at all levels, ensuring excellent working relationships are developed and maintained in the call centre, throughout R247, and with the respective clients.
- Act as a point of escalation for on-shift tenant complaints.
- Resource Management:

- Proactively manage resources in the team, maintaining ownership and responsibility, to achieve SLA / KRA targets.
- Ensure that the team is highly motivated at all times, and involved in the vision of the company.
- Training and Development:

- Ensure that development of team members is paramount, through appropriate use of performance reviews, monthly 1 to 1’s, and appraisals.
- Identify training needs and liaise with Head of Operations to develop workshops and deliver training as required.
- Develop, maintain, and progress coaching and training plans for the team.
- Quality Assurance:

- Ensure quality, service, and productivity levels are achieved and maintained.
- Recruitment and Business Development:

- Undertake recruitment as required by the Head of Operations.
- Share ideas and help develop the business.
- Additional Responsibilities:

- Ability to deal calmly and professionally with challenging calls and deal with escalations as required.
- Support and deliver call centre initiatives as requested by Head of Operations.

Openness to Feedback and Continuous Improvement:

- Open to feedback and has a strong ability to improve/drive performance.
- Has a strong desire to learn and improve knowledge through personal development.
- Takes ownership of their own actions and personal development.
- Always professional and demonstrates respect towards others at all times.
- Promotes continual learning without apportioning blame.

Team Collaboration and Communication:

- Mature outlook and self-confident with the ability to be a team player.
- Polite and courteous with colleagues, customers, and clients.
- Creative influence on shaping Contact Centre culture and approaches to work across all disciplines.
- Demonstrates empathy or sympathy when required.
- Acts with credibility and integrity.
- Demonstrates a personal commitment to support, appreciate, and value the contribution of others.
- Collaborative and partnership working with other departments to solve problems and generate improved working practices.

Work Ethic and Adaptability:

- Ability to work on own initiative with little or no daily supervision whilst maintaining high accountability for the progress and deliverables of activity.
- Ability to be flexible in approach to working methods and appreciate the requirements of the client.
- Possesses a proactive approach to work.
- Organised and methodical.
- Forward-thinking and ambitious to motivate/develop your team.
- Drives a solution-orientated ‘can-do’ approach.
- A flexible approach to working hours to meet the demands of business fluctuations and trends.
- Evidence of the ability to work to tight deadlines.
- Educated to GCSE/O’Level standard including Maths and English.
- Evidence of continued personal and professional training and development.
- Minimum of at least 2 years’ experience in a Call centre environment
- Ideally minimum of at least 12 months experience of managing call centre teams
- Experience of performance management techniques.
- Proven, successful track record of maximising the performance of people.
- Experience of carrying out team/agent reviews and ability to address poor performance
- Confident telephone manner and good communication and listening skills.
- Proven ability to work with SLA / performance reports
- Intermediate computer skills, with a working knowledge of Contact Centre technology

**Contract Conditions**:

- Manchester Office based
- Remuneration: Tier 2 Band 4
- Hours: 32-35 hours per week
- Contract Type: Full time, permanent

**Job Types**: Full-time, Permanent

Pay: £13.50-£14.00 per hour

Expected hours: 32-35 per week

**Benefits**:

- Casu