Norwich, Norfolk, E. of England, England
Up to £18800.00 per annum
4 months ago
Call Centre Team Leader - Permanent role.
The purpose of the role is to manage and drive a customer focused team offering technical support and advice regarding mobile technology. Put supervisory and organisational skills to great use by managing advisors to improve their individual performance while ensuring excellence and satisfaction is delivered at every stage with the aim of building long-term relationships with our customers.
Principles tasks include but are not limited to:
Achieve and improve on personal and departmental KPIs
Resolving esclations in a professional manner
Preparation and delivery of morning briefs
Conduct of weekly and monthly reviews, manage probationary periods, performance and assessments
Investigating agent written complaints
Managing absence, timekeeping and breaks
Managing floor queries to give first time resolution
Daily, weekly, monthly reporting
At all times you will have a flexible approach to work, be aware of Health and Safety requirements support other Team Seniors.
Minimum of 1 year working in a target oriented Call Centre environment
Minimum of 1 year customer service experience (written and telephone)
GCSE Grade C minimum in Maths and English is essential
NVQ Level 1 & 2 in Customer Services (or equivalent) is desirable
You will work 5 x 8 hour shifts (40 hpw) between Monday to Friday 8am-8pm and Saturday/Sunday 9am-6pm