Team Leader - Temporary Immediate starts

Our client in Liverpool is currently going through an extremely busy period and is looking for Call Centre Team Leaders to support this. Your role will be to directly lead, manage and develop a team of Customer Service Agents to maximise their potential both individually and collectively in the delivery of specific KPI's and SLA's.

You will have previous experience within a similar contact centre or leadership role (preferably within retail or customer service industry), with a strong understanding of the drivers behind effective client delivery through individual and team performance within the outsourcing context. You will be highly self-motivated with the ability to lead and inspire others to maximise their potential through training and coaching.

Key Responsibilities

To be accountable for ensuring that all operational performance measures/ service levels are consistently monitored/achieved.

Manage your team using feedback and coaching performance reviews and call monitoring

To be accountable for controlling absence, attrition and adherence within the team in line with company standards and identifying and acting upon, or recommending solutions for improvements where necessary, including first level disciplinary procedures, if appropriate

To ensure the application of processes in setting and measuring performance of the Team Members against objectives and behavioural competencies, identifying areas for improvement and personal development through one to one coaching and devising appropriate action plans

Be first point of call for resolving escalated issues to the satisfaction of the client in a timely manner to minimise risk to the Company and the client

Responsibility for ensuring that all individuals within the team consistently achieve/exceed all performance measures

Maintain the highest levels of client and customer satisfaction

Have a culture of continuous improvement within the team - encouraging innovation and proactively making appropriate recommendations to the Operations Manager

To act as a role model in displaying values in all activity and communication and drive employee engagement through a collaborative and empowering management approach. Ensures team understand the impact of their actions on the wider business

To develop excellent working relationships across all functions within the business and management of conflict situations

This is a temporary role however may provide the opportunity to become more permanent.

Salary £20,000 - £21,500 p/a DOE

Please call Sue on 0151 347 1110 for further information or send your current CV to sue@hrgoliverpool.co.uk