Contact Centre Team Leader

  • Job Reference: 00006831-1
  • Date Posted: 15 May 2020
  • Recruiter: CV-Library
  • Location: Warrington, Cheshire
  • Salary: £10.26 Per Hour
  • Sector: Call Centre / Customer Service, Covid-19
  • Job Type: Temporary

Job Description

Due to the COVID-19 crisis, our Client are recruiting for 100 call centre staff and we need experienced Team Leaders who are able to support.

Hours of work are between 8am-8pm, 5 out of 7 days including weekends.

Pay rate £10.26/hour

Contract initially for 12 weeks

Responsibilities:

Work closely with the team, motivating and coaching them
Provide regular feedback to the team, i.e. call quality
Complete a set amount of call evaluations (3 a month)
Monitor agents' adherence and conformance against set schedules
Hosting 1-2-1's and team meetings
Manage day-to-day line activities and prioritise existing processes and procedures towards achieving SLAs
Ensure training and development plans are maintained for all team members
Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
Manage the fair and consistent application of performance management and disciplinary measures as necessary
Support the Operations Manager to highlight operational risks and areas for improvement
Lead and inspire a team of agents to deliver excellent levels of individual/team performance and customer satisfaction
Deliver the allocated part of the operation within agreed budgets, service levels and business targets
Escalate any appropriate problems to senior management
Support the Senior Manager to highlight operational risks and areas for improvementPerson specification:

Must have previous management experience, ideally in a contact centre environment.
Experience of working to KPI's
Be able to motivate and drive staff
IT literate
You will be coaching agents on the systemsCordant People is an equal opportunities Employer

Cordant Group is an equal opportunities employer