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Team Leader
Recruiter
Call Centre Associates
Location
in Leicester , Midlands
Salary: £21k + Package
Reference: CCH2531IP
OVERVIEW
This is a truly fantastic opportunity to join a well established organisation to supervise a team of Advisors and manage their workloads effectively. To provide customers to the helpline(s) with support, encouragement and advice and to manage additional projects.
THE ROLE
Specific requirements of the role include;
• To supervise the workload of a team of advisors monitoring and feeding back on performance, timekeeping and attendance and to be responsible for the staff welfare.
• To provide adequate training where required.
• To actively ensure advisors are fully supported, assisting them with difficult enquiries and referral information.
• To complete, analyse and report on team performance in order to ensure service levels are met.
• To conduct performance reviews and appraisals with the advisors.
• To work efficiently and effectively alongside the Operational Support team to ensure all targets are met.
• To undertake quality monitoring and assessment of recorded calls and report feedback to advisors and line manager as directed.
• To become familiar with all service delivery resources (e.g. systems, databases, telephony). Where necessary, attend relevant meetings and make recommendations for enhancements.
• When necessary, to answer incoming contacts via all media to the Helpline(s) promptly, resolving queries with maximum efficiency and within agreed service levels.
• To provide excellent customer service and accurately capture call data to defined Quality standards and within agreed service levels.
• To become familiar with all company packages and associated product knowledge.
• To positively contribute to the development of the service by managing service improvements and related projects, liaising direct with the client as required.
• To carry out routine administration relevant to the role.
• To work flexibly and contribute towards the success of your team and the service as a whole.
• To be aware of your own training needs in a changing environment and where necessary bring these to the attention of your line manager. Where training needs are assessed and appropriate training identified you are responsible for undertaking such training to the best of your ability.
• To work at all times within the Equal Opportunities Policy and Health and Safety Policy and ensure that you maintain good practices at all times, including a tidy work area.
• To undertake other tasks as required.
PERSON SPECIFICATION
• Achieved (as a minimum) 2 A-level passes or have equivalent life/work experience.
• Experience of team supervision in a call centre environment, specifically experienced in the management of workloads of others and decision-taking.
• Demonstrable competence in using IT packages including word processing, databases spreadsheets, e-mail, the Internet and websites.
• Excellent verbal and written skills as evidenced by experience of responding to a broad range of customers and enquiries.
• Experience of dealing effectively with people at all levels (internal and external) in a professional manner.
• Experience of providing development support (e.g. coaching, mentoring, training etc.) to internal and external customers.
• Skills of observation and creative thinking in order to identify and feed back trends and suggestions for service enhancement.
• Experience in managing improvement projects.
• Demonstrable experience of managing multiple tasks and deadlines, whilst delivering outstanding customer service.
• Experience in the research, implementation and use of accurate information from a wide range of sources.
• Experience of working with a team as well as on your own initiative in order to meet targets.
• Proven ability to work to defined quality standards and procedures.
• Ability to analyse problems and propose effective solutions.
PROCESS & TIMEFRAMES
To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; ianp@callcentreassociates.co.uk
This is a truly fantastic opportunity to join a well established organisation to supervise a team of Advisors and manage their workloads effectively. To provide customers to the helpline(s) with support, encouragement and advice and to manage additional projects.
THE ROLE
Specific requirements of the role include;
• To supervise the workload of a team of advisors monitoring and feeding back on performance, timekeeping and attendance and to be responsible for the staff welfare.
• To provide adequate training where required.
• To actively ensure advisors are fully supported, assisting them with difficult enquiries and referral information.
• To complete, analyse and report on team performance in order to ensure service levels are met.
• To conduct performance reviews and appraisals with the advisors.
• To work efficiently and effectively alongside the Operational Support team to ensure all targets are met.
• To undertake quality monitoring and assessment of recorded calls and report feedback to advisors and line manager as directed.
• To become familiar with all service delivery resources (e.g. systems, databases, telephony). Where necessary, attend relevant meetings and make recommendations for enhancements.
• When necessary, to answer incoming contacts via all media to the Helpline(s) promptly, resolving queries with maximum efficiency and within agreed service levels.
• To provide excellent customer service and accurately capture call data to defined Quality standards and within agreed service levels.
• To become familiar with all company packages and associated product knowledge.
• To positively contribute to the development of the service by managing service improvements and related projects, liaising direct with the client as required.
• To carry out routine administration relevant to the role.
• To work flexibly and contribute towards the success of your team and the service as a whole.
• To be aware of your own training needs in a changing environment and where necessary bring these to the attention of your line manager. Where training needs are assessed and appropriate training identified you are responsible for undertaking such training to the best of your ability.
• To work at all times within the Equal Opportunities Policy and Health and Safety Policy and ensure that you maintain good practices at all times, including a tidy work area.
• To undertake other tasks as required.
PERSON SPECIFICATION
• Achieved (as a minimum) 2 A-level passes or have equivalent life/work experience.
• Experience of team supervision in a call centre environment, specifically experienced in the management of workloads of others and decision-taking.
• Demonstrable competence in using IT packages including word processing, databases spreadsheets, e-mail, the Internet and websites.
• Excellent verbal and written skills as evidenced by experience of responding to a broad range of customers and enquiries.
• Experience of dealing effectively with people at all levels (internal and external) in a professional manner.
• Experience of providing development support (e.g. coaching, mentoring, training etc.) to internal and external customers.
• Skills of observation and creative thinking in order to identify and feed back trends and suggestions for service enhancement.
• Experience in managing improvement projects.
• Demonstrable experience of managing multiple tasks and deadlines, whilst delivering outstanding customer service.
• Experience in the research, implementation and use of accurate information from a wide range of sources.
• Experience of working with a team as well as on your own initiative in order to meet targets.
• Proven ability to work to defined quality standards and procedures.
• Ability to analyse problems and propose effective solutions.
PROCESS & TIMEFRAMES
To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; ianp@callcentreassociates.co.uk
Recruiter:Call Centre Associates
Website: http://www.callcentreassociates.co.uk
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Published at 19-06-2008
Viewed: 605 times
Viewed: 605 times
