Emergency Assistance Facilities
Call Centre Team Leader
£25-27,000
Full time 40 hours per week (24/7 shifts)
Tonbridge, Kent

The role of the Team Leader is to manage a team working on shift to ensure that the team meet defined key performance indicators by ensuring that cases are handled and calls are answered by the team within the agreed time scales and in an appropriate manner. By managing the performance of the team members and ensuring that they are trained, receive regular feedback, are motivated and delivering against their individual performance objectives

Responsibilities

People management
• Scheduling (rota)
• Call listening and feedback
• Coaching, mentoring and training
• Planning resources (overtime and TOIL)
• Arranging and monitoring Buddy system for new staff following initial training
Managing performance
• Ensuring adherence to working protocols and practices
• Arranging and monitoring Buddy system for new staff following initial training
• Reviewing individual performance against targets and objectives (QA)
• Monitoring the call flow to ensure that there are team members available for incoming call
• Scheduling of resource for incoming calls, outbound calls, emails and case management
• Communication of information
Complaint handling
• Investigating customer complaints and responding appropriately
• Handling escalated calls

This role is based at Head Office alternatively home working would be considered but a significant time would be required in the office on a weekly basis.

You MUST have at least 2 years experience of working as a Team Leader in a Call Centre environment.