CCA Recruitment Group
Contact Center Team Lead
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Role: Call Centre Team Leader
Location: Vauxhall London
Salary: £33,000 & full benefits package
Are you looking for a company that rewards you? A growing company that has a clear progression path? Do you enjoy managing people but miss talking to customers? This role combines both and you will be rewarded for your efforts.
The Role of the Call Centre Team Leader
Accountabilities & Deliverables
- Leading the team to achieve target and hit SLA/KPIs.
- Train, coach, and mentor your team enabling them to meet targets whilst delivering exceptional customer service to customers.
- Ability to lead by example with high levels of customer service and closing skills.
- Constantly improves own and team's performance – lifts the performance of the team through effective documentation/driving performance and detailing employees improvement through development files.
- Sets plan for the week/month ahead based on current issues and analyses of previous week/month stats.
- Delivers weekly plans at health check meetings, through daily performance reviews and the delivery of work set by Call Manager.
- Utilises Coaching in 1:1s
- Ensures the relevant time is spent on employees’ and Team’s development, constantly reviews the performance of individuals, ensuring effective coaching is being conducted that relates to previous coaching sessions and is moving forward.
- Delivers documentation based on constant coaching and improvement of their team.
- All paperwork is clear, concise, and legible with all areas completed for review by Senior Management.
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Role Requirements of a Call Centre Team Leader
Personal Attributes
- Good understanding of telephony systems.
- Excellent communication skills – effective coaching skills; to have the ability to build relationships & can motivate employees.
- Extensive knowledge of Microsoft packages.
- Strong commercial awareness.
- Proactive and decisive approach to problem solving.
- Strong organisational aptitude and proven time management skills.
Please apply online for an immediate interview for this Contact Centre Team Leader role!
Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.
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