Customer Service Team Leader

Location - Glasgow

Shift Pattern

• Monday to Friday 9am - 5pm

Required to supervise, lead, and support the existing call centre team as well on-board new starts and carry out training. Manage the day-to-day operational aspects of the team and ensure effective and efficient running of the call centre. Ensure high levels of customer satisfaction are achieved.

KEY RESPONSIBILITIES & ACCOUNT ABILITIES

* Coach & develop the skills & knowledge levels of team members
* Champion and enforce the adoption of business culture and values
* Carry out regular 1-2-1s, developing a culture where training and development are part of the team, identifying actions and working with staff to ensure skills and knowledge are developed effectively
* Be accountable for the effective use of company's work scheduling system
* Provide leadership, development and coaching of call centre staff
* Support the review of processes & ways of working to increase efficiency's and productive collaborative working (this may involve internal projects)
* Support the team
* Ensure quality monitoring of calls/stats are being carried out regularly
* Ensure regular training is being carried out on processes
* Carry out weekly/monthly client reports
* Carry out daily, weekly & monthly checks on spreadsheets (night shift reports, etc.)
* Pull open job reports and send to staff
* Monitor daily, weekly and monthly AMK reports
* Manage team in accordance with office etiquette / guidelines ensuring staff are ready to start work on time and log in / out times are in accordance with scheduled breaks etc.
* Deal with complaints from clients, tenant or customers
* Liaise with operation supervisors on manpower
* Be accountable and ensure all tasks are carried out efficiently by staff
* Deal with holidays requested by staff
* Carry out reviews
* Carry out return to work interviews and absence reviews when required
* Rapidly escalate any staffing issues or client issues to SDM
* Manage call centre shift Rota
* Ensure adequate cover when required whilst being mindful of costs of overtime etc.
* Involvement in the recruitment process to include reviewing CV's, arranging interviews, being part of the interview panel
* Be part of the standby out of hours team (on a rotational basis)
* Attend client meetings when required
* Ensure all company escalation processes and procedures are followed
* Ensure all disciplinary matters are dealt with in line with company practice and procedures
* Ensure all data protection, H&S and other legislative requirements are applied and enforced
* Ensure any equipment faults, system faults are reported timeously to avoid staff downtime

If this Team Leader opportunity interests you apply ASAP for immediate consideration...

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