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Customer Service Team Leader

Search
Job LocationGlasgow
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Customer Service Team LeaderLocation - GlasgowShift Pattern

  • Monday to Friday 9am - 5pm
Required to supervise, lead, and support the existing call centre team as well on-board new starts and carry out training. Manage the day-to-day operational aspects of the team and ensure effective and efficient running of the call centre. Ensure high levelsof customer satisfaction are achieved.KEY RESPONSIBILITIES & ACCOUNT ABILITIES* Coach & develop the skills & knowledge levels of team members * Champion and enforce the adoption of business culture and values * Carry out regular 1-2-1s, developing a culture where training and development are part of the team, identifying actions and working with staff to ensure skills and knowledge are developed effectively* Be accountable for the effective use of companys work scheduling system * Provide leadership, development and coaching of call centre staff * Support the review of processes & ways of working to increase efficiencys and productive collaborative working (this may involve internal projects)* Support the team * Ensure quality monitoring of calls/stats are being carried out regularly * Ensure regular training is being carried out on processes* Carry out weekly/monthly client reports* Carry out daily, weekly & monthly checks on spreadsheets (night shift reports, etc.) * Pull open job reports and send to staff* Monitor daily, weekly and monthly AMK reports * Manage team in accordance with office etiquette / guidelines ensuring staff are ready to start work on time and log in / out times are in accordance with scheduled breaks etc.* Deal with complaints from clients, tenant or customers * Liaise with operation supervisors on manpower * Be accountable and ensure all tasks are carried out efficiently by staff* Deal with holidays requested by staff* Carry out reviews* Carry out return to work interviews and absence reviews when required * Rapidly escalate any staffing issues or client issues to SDM * Manage call centre shift Rota* Ensure adequate cover when required whilst being mindful of costs of overtime etc.* Involvement in the recruitment process to include reviewing CVs, arranging interviews, being part of the interview panel* Be part of the standby out of hours team (on a rotational basis)* Attend client meetings when required* Ensure all company escalation processes and procedures are followed * Ensure all disciplinary matters are dealt with in line with company practice and procedures* Ensure all data protection, H&S and other legislative requirements are applied and enforced* Ensure any equipment faults, system faults are reported timeously to avoid staff downtimeIf this Team Leader opportunity interests you apply ASAP for immediate consideration...Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.

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