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Call Centre Team Leader Full Time

at CCA Recruitment Group Glasgow in Glasgow (Published at 04-12-2020)

We're on the looking for talented Call Centre Team Leaders to work on a 6 month contract for our client's busy Contact Centre. We're offering immediate interviews, so apply today!

Role: Call Centre Team leader
Location: Work from home
Term: 6 month contract (Work from home initially)
Salary: Up to 25,000
Operational Hours: 8am-8pm Monday- Sunday. 40 hours per week. You must be fully flexible between these hours.

The role of the Call Centre Team Leader is to lead, develop and manage a team of Customer Service Advisors in line with local campaign and partner requirements across multiple locations and work streams.

The role will work alongside campaign managers, including Site Lead/Senior Operations Manager and Heads of Department.

The Call Centre Team Leader will develop the Customer Service Advisors in all skill aspects including but not limited to root cause analysis and applied coaching to ensure accuracy across the department.

The role works with partner stakeholders to ensure that day to day expectations and requirements are met with all deliverables executed on time and to a high standard.

Accountabilities & Deliverables

  • Demonstrates an awareness of campaign specific products and services
  • Applies Service Excellence knowledge and influence across the business unit
  • Works effectively as an individual and as part of a team
  • Challenges inappropriate behavioural practices recognising this is key to the success of the campaign
  • Maximises results opportunity through building and maintaining effective working relationships with Operational and Support areas
  • Works effectively and creatively to achieve targets through managing trends and continuously improving processes and ways of working, confident to test new ways of working to engage our people
  • Keen to learn new skills whilst enhancing existing capabilities
  • Is committed to continuous improvement and leading by example
  • Manages delivery of own workload as well as tactical and day to day tasks whilst prioritising according to impact analysis, contractual service level agreements and the overriding Customer Excellence Strategy

Person Specification

  • Self-motivated and able to work both independently and as part of a team
  • An effective leader of people
  • Communicates and presents comfortably at a high level - both written and verbally
  • Experience in similar Call Centre Team Leader within contact centres is essential
  • Comfortable in remotely managing your team
  • You will be required to use your own equipment working from home

Please apply online for an immediate interview!

Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, your personal data will be held on our secure internal CRM system for a maximum period of 24 months. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 24 months inactivity your CV will be deleted permanently from our database.

No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies, we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business. Our client is an equal opportunities employer and FCA regulated company who will conduct credit, fraud, criminal record and 5-year reference checks as part of their pre-employment screening process.

Reference ID: AK2

Contract length: 6 months

Expected start date: 14/12/2020

Job Types: Full-time, Contract

Salary: Up to £25,000.00 per year

Schedule:

  • 8 hour shift

Experience:

  • customer service: 1 year (Preferred)
  • Call centre: 2 years (Preferred)

Location:

  • Glasgow, Glasgow (Preferred)

Work remotely:

  • Yes, temporarily due to COVID-19


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