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Team Leader - Call Centre
England, West Midlands, Coventry - £19,000 - £20,000 per month

Posted: 10/04/17

Description:
Call Centre Team Leader
Coventry City Centre
£19,261 per annum
5 Month Contract

As Call Centre Team Leader you will lead and train a team of call centre staff to ensure a high quality level of customer service is provided at all times. Working with a positive and proactive approach you will motivate the team ensuring company KPI's are met providing management with daily updates on performance targets

Tasks and Responsibilities
*Supports the call centre team and leads within the call centre environment making sure company protocol and excellent customer service is followed and adhered to
*Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
*Assists management with hiring processes and new team member training
*Demonstrate a flexible approach to changes in the working practices and procedures
*First point of contact in answering questions, resolving complaints, problems and oversees call centre team quality of work and responses in accordance with compliance ensuring queries are resolved or escalated in a timely manner in line with Data Protection and company policies
*Communicates deadlines and clear target goals to Call Centre staff
*Ensure key reports on performance are tracked and monitored during the day and to drive the team to hit the daily targets
*Ensure that team statistics are accurately reported and communicated to Managers
*Monitor performance of all agents and report to line managers accordingly
*Develops strategies to promote team member adherence to company regulations and performance goals
*Conducts team meetings to update members on best practices and continuing expectations
*Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
*Ensures company brand materials are within all communication - i.e. email footers
*Provides quality checks on customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints
*Makes sure all messages left by customers are returned on the same day where applicable
*To take ownership of tasks assigned and facilitate with attention to detail
*Ensure all generic email accounts are responded to making sure correct information, using generic template where appropriate, and details are given in accordance with policies and procedures.
*Co-ordinate staff rotas/holidays as required, to ensure adequate cover is available at all times
*To report any technical and staffing concerns to your line manager
*Participate in the calendar of annual events to include University Open Days and Induction.
*AND such other duties that may be reasonably expected within the role.

PERSON SPECIFICATION

*Educated to A level or equivalent
*An appropriate degree which relates to the role
*NVQ in Customer Service
*Experience of working with a diverse s population or the demonstration of an understanding of customer's needs.
*Experience of providing a high level of customer service.
*Competent in the use of Microsoft Office packages.
*Excellent working knowledge of Data Protection Legislation and other related regulations and policies
*Experience of using databases and spread sheets
*Target driven
*Experience of working in the higher education sector / letting/estate agency.
*An awareness of the needs of dealing with students and other stakeholders of different cultures and languages.
*Excellent organisational skills required to cope with diverse, cyclical work deadlines.
*Accurate and able to meet deadlines working under extreme pressure.
*Clear, professional telephone and face-to-face manner.
*Ability to prepare routine correspondence and statistical reports.
*Understanding of comprehensive Customer Relationship Management (CRM) system.
*Excellent communication and interpersonal skills to deal effectively and professionally with internal and external customers, both orally and written.
*Ability to work under pressure and on own initiative and to make decisions with minimum supervision.
*Have a sensitive approach to dealing with diverse range of customers.
*Ability to deal with ambiguity and handle difficult situations in a professional, assertive manner.
*Ability to contribute and work effectively as part of a team

This is a crucial role to support a busy company during their peak period. You will work 37.5 hours over 7 day shift pattern to meet business requirements. Opportunities for taking annual leave during business critical periods from mid-August to end of September will be restricted. You will have a flexible approach to work weekends and extra hours at short notice.

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