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Call Centre Team Leader

Contract Type: Permanent
Location: Lambeth, London
Salary: £28000 - £32000 per annum
Start Date: ASAP
Duration: On going
REF: SRTLS08_1601914388
Contact Name: Sophie Rowley
Contact Email:
Job Published: 21 days ago

Job Description

The role will involve monitoring KPIs (key performance indicators) and work to improve relationships between operational teams and clients/customers to meet or exceed contractual KPIs and internal SLAs, for operational performance and customer satisfaction.

Other key duties include:

  • Monitoring quality, ensuring our reporting systems are fully up to date and audit-able and that the correct procedures have been followed;
  • Liaise with Supervisors on a day to day basis to eliminate any issues that may lead to repairs running over deadline;
  • Monitoring performance dashboard to ensure the schedulers are achieving their utilisation targets and taking appropriate and timely action where targets may be missed
  • Provide leadership to the team through effective coaching, mentoring, 121s and team meetings.
  • Ensure team members understand their role and areas of responsibilities.

Previous experience managing a team preferable or a Senior Customer Service advisor looking to step up would be considered also.