Call Centre Team Leader
TSGTL_1714138002
Posted: 26/04/2024
- £30000 - £32000 per annum
- Potters Bar, Hertfordshire
- PERMANENT
Call Centre Team Leader
Potters Bar
Monday - Friday
0800-1700
£30-32K
To assist and maintain specific service and maintenance contract within the calll centre. You will be requried to manage a small team of administrators and work closely with your contracts manager. You will be required to provide support where needed within the internal teams ensuring tasks are carried out as per the KPI's and SLA requirements.
| Contract and Operational Duties | ||||||||
| 1. To manage the client's expectations for each individual contract's service level agreement | ||||||||
| under your supervision. | ||||||||
| 2.To manage the compliance figures across your assigned contracts and to provide the | ||||||||
| compliancy team with bespoke reports so that compliancy figures are kept to a minimum. | ||||||||
| 3. To ensure monthly service runs are planned across assigned contracts. | ||||||||
| 4. To oversee that correct compliancy procedures are followed for your specific contracts | ||||||||
| and that servicing appointments are planned accordingly. | ||||||||
| 5. To escalate any complaints to Complaints Coordinator and assist with investigations | ||||||||
| 6. To deal with any client queries/issues in a timely manner and as and when required | ||||||||
| 7. To liaise and deal with any engineers queries as and when required. | ||||||||
| 8. To carry out weekly meetings with individual teams, if required | ||||||||
| 9. To oversee the allocation and organisation of the work for your engineers and technicians | ||||||||
| 10. To enter and update any relevant data onto the company's computer system | ||||||||
| 11. To check and process sub-contractors invoices and timesheets for payment | ||||||||
| 12. To investigate repeat visits and process accordingly informing relevant personnel. | ||||||||
