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Contact Centre Team Leader Full Time

at ResQ Ltd Kingston upon Hull in Kingston upon Hull (Published at 04-06-2021)

Contact Centre Team Leader

ResQ are an outsourced contact centre with a difference. We pride ourselves on delivering high quality specialist services as true partners to highly recognised, leading brands in the energy, telecoms, digital and media sectors.

Our continuing success has been achieved through developing a fantastic culture for our employees, helping them to have fun and develop. We help our customers achieve their goals and help our ?remarkable people? to grow, succeed and be the best they can be.

We are in search of an exceptional Contact Centre Team Leader to join our Hull office. The ideal candidate for this role will have previous experience within the energy sector. You?ll need to be driven, thrive in high-intensity environments and most of all, be a people person! This team leader role will give you the opportunity to lead by example, motivate and manage a small team and develop your leadership skills.

ResQ has been awarded Best Companies? highest accreditation ? the coveted 3 Stars, meaning that we are a ?world class company to work for?. If that wasn?t enough, we are also now recognised as one of Telecom?s 10 Best Companies to Work For, as well as one of the UK?s 100 Best Large Companies to Work For.

The Role:

  • To manage and support a team of Customer Service Agents
  • To actively work to improve performance by coaching and supporting the team
  • To actively lead by example ? (in line with business requirements)
  • To ensure all legal obligations/compliance requirements are adhered to
  • To motivate, support and manage a team
  • To provide advice and guidance where needed, and be the first point of escalation
  • To work with management to accurately forecast and manage program hours
  • To minimise agent attrition
  • To support management in the daily reporting of program performance to clients
  • To ensure all agents are coached weekly, given feedback and appropriate support Conduct regular 1-2-1?s with team members
  • To undertake disciplinary investigations where appropriate
  • To actively lead by example ? demonstrating the flexibility and adaptability to support the team by taking calls (in line with business requirements)
  • Be familiar with and promote current ResQ Health and Safety best practices, policies and procedures.

Skills and Experience Required:

  • The potential to motivate and manage a team
  • Previous experience as a Team Leader within a Contact Centre environment is preferred. Experience within the energy sector is also desirable.
  • Excellent communication skills
  • Effective listening skills Polite and courteous telephone manner
  • Microsoft Office experience, most importantly Excel, Word and Outlook
  • Attention to detail for recording and tracking results
  • Organisational skills and ability to work under pressure

We Offer:

  • Career progression opportunity as the company is undergoing rapid growth
  • 20 days holidays + 8 bank holidays + day off for your Birthday
  • Free on-site gym membership
  • Great High Street discounts
  • Central location

Job Types: Full-time, Permanent


  • Leadership: 1 year (preferred)
  • energy sector: 1 year (preferred)

Work remotely:

  • No

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