Contact Centre Team Leader

We have a super exciting opportunity for a Team Leader to join our ever growing and well established business in Redditch! You’ll be leading a team of around 15 Planners and Desk Agents. Coaching and mentoring them to provide front line support to clients. You’ll manage the team to deliver the results from either a planning or Desk perspective. In conjunction with your KPIs you’ll provide accurate and concise reports of work order resolution status daily to senior management.

You’ll be working with multi-clients and managing various projects at any one time. Coming from a fast-paced high-pressured background, you’ll find it second nature to understand the complexities of the business whilst building rapport with your networks across all business areas.

This role will be working onsite in Redditch 5 days a week across Monday - Sunday, working between the rotational hours of 7am - 7pm.

Duties:

• Act as an escalation point of reference reporting to the Operations Manager and deputising as required
• Complete weekly huddles for the team and feedback to the Management Team of any actions
• Contribute to the development and implementation of robust departmental processes to ensure that a high-quality service is provided to both internal and external customers
• Assist the Head of departments in the identification of areas for improvement within the department with the preparation of performance reports as needed
• Work with all Team Managers to ensure all operatives are adequately trained, coached and guided to achieve agreed objectives and personal goals
• Provide support for ad hoc activities as well as support through seasonal projects
• Provide accurate and concise reporting of work order resolution status daily in conjunction with our KPIs
• Carry out regular 1-2-1s with direct reports as well as performance reviews.

Experience:

• Understanding of support services contracting and performance measurement and monitoring
• Experience of supervising a team within a call centre/customer services centre environment (ESSENTIAL)
• Proven experience in a professional customer services environment
• Excellent verbal communication skills and good telephone manner