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Call Centre Team Leader

  • Location:

    Norwich, Norfolk, E. of England, England

  • Job type:

    Permanent

  • Sector:

    Manufacturing

  • Salary:

    Up to £18800.00 per annum

  • Contact:

    Jacek Zielonka

  • Contact email:

    Jacek.Zielonka@morson.com

  • Job ref:

    167796JZI_1568380194

  • Published:

    4 days ago

  • Duration:

    Permanent

  • Expiry date:

    2019-11-08

  • Start date:

    asap

  • Client:

    Morson International

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.

Experience required:

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