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We are currently recruiting for a Team Leader to work in our clients Call Centre, based in the Nuneaton area. S&L Personnel are a leading recruitment business with offices throughout the Midlands area.
To support the Team Manager and ensure that our Customers receive the highest level of service against agreed KPI’s with the aim of meeting or exceeding customer expectation on all contacts.
Work within set KPI’s to reduce service level response times, call answer rates and case workloads.
To ensure productivity of each individual is at the required standards
To escalate issues immediately to the Team Manager on matters that could be potential risk and escalate to serious issues.
Identify training and development requirements of the team and ensure that the required training has been carried out.
Motivate and engage the team to be the best that they can be.
Directly manage Customer Service Advisors.
Maintain KPI’s on call handling and service level response times.
Act as first line escalation for customer issues/complaints.
Ensure that all customer contacts within the team are conducted in a professional manner and maintain our ethos of providing excellent customer service.
Manage the activities of the team to ensure that all processes are followed correctly and that customers are provided with an accurate and timely response.
Manage the team including motivation and reward.
Coach, mentor and provide performance feedback to the team.
Ensure all investment time is delivered, i.e. 121’s, team meetings, call levelling, daily team huddles, training.
Take calls as required during busy periods and to help maintain KPI’s.
Identify areas for improvement within the team and work with the Team Manager and Process and Compliance Team to bridge any gaps.
Produce and maintain Ingixo reports and manage scheduling.
Ensure that the Company’s Policies on Health and Safety and environmental issues are adhered to.
To complete any other reasonable task as instructed by Management as dictated by the need of the business.
This is a 40 hours week contract on a 4 week rota, inclusive of Saturdays with a day off in the week. Our client also offers an uncapped and realistic commission and bonus structure! Over time is also available!
THE CALL CENTRE OPENING HOURS;
Monday to Thursday 8.30am until 9pm
Friday 8.30am until 5.45pm
Saturday 9am until 5.30pm
Sunday 10am until 4pm
To apply for this exciting permanent Customer Service Operative role please contact S & L Personnel on 01455 847956 and ask for Imogen.