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Call Centre Team Leader Full Time

at Concept Resources London in London (Published at 19-02-2021)

Call Centre Team Leader Opportunities Available NOW!!

Working Remotely from Home

Pay Rate : £22k.

Hours of Work : Rota basis 8.00am to 4.00pm one week and 12.00 midday to 8.00pm the other week including weekend cover.Able to work permanent weekend days in line with business needs (one or both days if required)

Must be able to pass a DBS check

Please note this is a temporary role, 35 hours a week (8 hours a day with an hour break) with a 2 week notice period clause.

The ideal candidate must have experience in coaching team members and have good communications skills as they will be communicating to management of all levels. If you have previous test and trace management experience even better. This role will require remote systems monitoring, mentoring and troubleshooting. Therefore, some technical skills are required. Relevant software training will be given.


· To ensure the effective and efficient running of projects through the management, motivation and discipline of Call Centre Interviewers.

· To ensure the numbers of interviews achieved are in accordance with individual and team targets.

· To be responsible for delivering high quality standards for all surveys conducted in the call centre.

· To contribute to the continuous improvement of the Call Centre?s efficiency and quality.

Job Description

Main Duties & Responsibilities:

Managing Interviewers:

· Ensure all team members have the knowledge, skills and motivation to achieve performance targets.

· Conduct team and one 2 one coaching sessions to improve interviewers? skills and performance, ensuring SMART objectives are set and regularly reviewed.

· Conduct regular one 2 one?s with all team managers to review and agree objectives and current targets and for future months.

· Monitor and evaluate interviewer calls and provide effective feedback and coaching to interviewers on the outcome of their QC monitoring

· Monitor and manage team lateness, sickness, leavers and new starters in line with current policies and procedures.

· Utilise activity tracking reporting to ensure all interviewers are complying with guidelines set for wrap and personal time.

· To monitor the interviewer activity tracker and ensure this is used correctly by all team members.

· Managing disciplinary issues as appropriate in line with the company?s policies and procedures.

· Assist with recruitment when required.

· Any other tasks deemed appropriate to the role and necessary to support the smooth and efficient operation of the business.

Project management

· Conduct regular meetings with the interviewing team to inform them of project targets and any other business related communication.

· Support the operation by conducting interviewer briefs, communicating with research teams and managing contacts and quotas within relevant operational platforms.

· Pilot all projects, listening in and checking Confirmit script versus paper questionnaire. Feed back any concerns/suggestions to research during pilot phase (and ongoing during project lifetime).

· Deal effectively with complaints made by respondents, in line with company complaints procedure.

· Handle escalated calls in a professional and calm manner.

Other responsibilities:

· To be aware of and adhere fully to the requirements of IQCS, The companies QMS (ISO 9001, ISO 20252); Information Security Management System (ISO 27001) and the Market Research Society Code of Conduct.

· Lead by example and demonstrate core manager behaviours on a daily basis and throughout role.

· Be proactive in gaining a better understanding of all call centre systems.

Person Specification

Essential Qualifications & Experience:

  • Proven experience of managing, coaching and motivating a team to achieve their targets.
  • A significant track record of achievement in a customer ? focused, target driven environment.
  • To have a proactive and organised approach, with the ability to multi task and work under pressure.
  • The ability to manage change, conflict and resolve problems.
  • Verbal presentation skills.
  • Excellent people management skills in line with the core manager behaviours.
  • To be flexible with working hours accepting short/medium and long notice change to meet the needs of the business.

To apply for this exciting opportunity email your CV NOW!!

Concept Technical Resources are an equal opportunities employer.

Reference ID: CCTL

Job Types: Full-time, Temporary, Permanent

Salary: £22,000.00 per year


  • Call Centre TL or Manager: 1 year (Preferred)

Work remotely:

  • Yes

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