Contact Centre Team Leader

  • Location:

    Rotherham, South Yorkshire

  • Sector:

    Call & Contact Centre

  • Job type:

    Full Time

  • Salary:

    Negotiable

  • Contact:

    Rachel Taylor

  • Contact email:

    rachel.taylor@search.co.uk

  • Job ref:

    Req/515892

  • Published:

    4 months ago

  • Expiry date:

    2019-03-05

  • Startdate:

    18/03/2019 14:32:52

Contact Centre Team Leader - Temporary position for 3 months
30 hours per week, Salary negotiable

Looking to gain more experience within a contact centre supervisory role? We are currently working with a transport company in Sheffield to cover a 3 month temporary period to support the call centre manager.

You must have experience working within a contact centre team leader role recently and able to pick things up relatively quickly, full training will be given.

Responsibilities are as follows:

* Supervise the daily operations of the Contact Centre, including directing of day-to-day activities of Contact Centre and Customer Liaison Assistants
* Support the Contact Centre and Customer Liaison Assistants in handling customer contacts
* Day-to-day responsibility for coaching and mentoring of Contact Centre Assistants and Customer Liaison Assistants
* Assist the Contact Centre Manager with the review, control and development of associated management and performance monitoring processes
* Assist with the delivery of Customer Experience, Quality and Compliance
* ensuring Contact Centre Assistants and Customer Liaison Assistants performance is monitored against a defined operational framework
* Supervise the daily operational processes and implementation of appropriate management controls to ensure the safe and efficient operation
* Assist the Contact Centre Manager in the implementation of new initiatives, customer surveys and technology
* Maintain accurate information in relation to the performance of Contact Centre
* Provide first line support for Contact Centre Assistants when handling customer queries, taking accountability for any escalated contacts
* Undertake any other responsibilities commensurate with the post that the Contact Centre Manager may require.

The successful Call Centre Supervisor must have:

* Educated to GCSE grade 'C' (or equivalent) in Maths and English
* Understanding of the role of contact centre operations
* A working knowledge of health and safety
* Professional sector knowledge - Applies policy and practice
* Engaging
* IT literate
* Flexible and adaptable

Please APPLY NOW for an immediate phone call

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