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Call Centre Team Leader
This job has expired, and cannot be applied for.
- Posted By: Adecco - Bournemouth
-
Address:
- 115 Old Christchurch Road
- Bournemouth
- RG21 7EG
- Date Posted: 9th Aug 2010
- Salary: £18000 - £23000 per annum
- Location: Bournemouth
- Reference Code: teamlead
- Views Since Posting: 155
- Full Description:
The Role:
Effective performance management of a team through a focus on learning, coaching and development in order to deliver outstanding customer support and service in accordance with contractual SLA’s.
• Manage, motivate and develop employees through effective performance management
• Generate a learning, coaching and feedback culture within team, ensuring absolute honesty and fairness
• Conduct monthly and annual reviews with Agents highlighting coaching opportunities and career development
• Conduct regular quality monitoring ensuring quality standards are met
• Monitor team and individual productivity to ensure that service level agreements are maintained
• Managers in line with the business operating procedures e.g sickness and scheduled adherence
• Complete require management reporting through use of appropriate systems to ensure that all necessary information is available
• Deliver into team performance and processes improvements programmes to move towards problem prevention as requested.
• Demonstrate commitment to clients Values
• Maintain a high standard in personal KPI targets as defined
Competencies:
• Proven experience in leading, motivating, and developing teams of greater than 10 employee’s
• Ability to Demonstrate that the candidate is driven, committed and results orientated with the proven ability to meet KPI’s
• Motivated by successfully meeting customer needs - a desire to go beyond the call of duty to exceed the customer\'s expectations
• Knowledge of best practice in terms of service excellence initiatives
• Knowledge of call-centre technology and telephony systems
• Strong interpersonal and influence management skills
• Demonstrates the ability to think tactically and translate tactics into action plans
• Proven communication skills
• Self motivated, uses initiative and problem solve
Desirable
• Wireless data and GSM experience
• Comfortable with technology and relish new opportunities
Location: Wallisdown
Hours: Monday – Sunday 8am until 9pm 37.5 Hours per week
Rota system in place with 1 in 4 weekends
Salary: 18-23K Depending on experience
Permanent position
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