HRGO Recruitment are looking to recruit a Team Leader for their prestigious client in the Washington/Gateshead area.
The successful candidate will report to the Operations Manager and primarily be responsible for a team of 10-15 advisors. Oher duties related to the overall operation of the call centre will also form part of the role. The successful candidate should preferably have previous experience in this type of role, however we will also consider suitable applicants who have had a minimum of 3 years' contact centre experience at agent level who can demonstrate their suitability to this role.
The idea candidate will have experience of working within a Contact Centre environment and have managed a team of Advisors.
Key Skills & Attributes
- Team to deliver an excellent standard of customer service at all times, specifically relating to contact quality and to be accountable for team performance, maintain a motivational environment and ensure maximum efficiency/utilisation at all times through coaching and development.
- Support agents when dealing with customers or dealing with complaints
- Daily management of all call centre workflows and SLA's ensuring daily targets are achieved.
- Keep up to date with client changes to enable calls to be handled efficiently and maintain an up to date understanding of client requirements
- Manage attendance of team and complete return to work interviews as and when required
- To assist recruitment interviews, disciplinary hearings and handle grievance issues when required
- Identify training needs and skills gaps within team and work with Trainer/ other Managers to increase individual performance.
- Communicate specific targets and objectives for any new projects and set individual targets for agents and regularly monitor and evaluate call/email quality in line with client compliance, giving feedback and coaching on a regular basis.
- Other duties & responsibilities which from time to time may fall above or below the remit for this position
SKILLS AND KNOWLEDGE:
- Excellent communication and interpersonal skills
- Committed and flexible being available to work within a 7-day operation
- Work as part of a team and use own initiative where appropriate
- Excellent Presentation Skills
- IT literate including use of Microsoft Word/Excel or equivalent
- Ability to work under pressure
- Good people management skills
- Ability to query and interpret transaction data
The role is a temp to perm role and offers a competitive salary of around £20k.
Please apply today for an immediate interview.