Team Leader

Time Recruitment Solutions Ltd

Call Centre Team Leader


Salary to £23,000 plus excellent benefits

We are currently supporting our BPO Call Centre client with the recruitment of a Team Leader for its office near Nottingham.

This role involves acting as our clients’ representative when dealing with inbound call traffic.

Key Responsibilities:

Primary responsibility is to support and provide on-going and account training to existing Agents

Build rapport with colleagues, showing them empathy, whilst managing their expectations, so they have a positive working experience.

Assist in the introduction and training of new working practices and procedures

Assist Call Centre Agents dealing with irate or difficult callers

Evaluate new opportunities and make any recommendations regarding account development

Continually monitor the inbound call queue and inactive time situation to ensure effective levels of Agents, providing effective feedback to the Head office Contact Centre Operations

Schedule and monitor staff breaks

Positively promote key objectives and products to clients and staff alike

Assume responsibility for staffing and shift patterns and be able to make emergency changes as required.

Ideally applicants will have have previous experience of managing a team in a call centre environment coupled with the ability to communicate clearly, openly and effectively at all levels.

You must have excellent stakeholder experience and be able to demonstrate an excellent interpersonal skill set.

In addition you must able to use your initiative to evaluate and question situations and in doing so create ideas and new ways to improve efficiency operationally. Be committed to ensuring the smooth running of your team and be able to confidently enforce conduct and procedures to all employees. Assist agents with their call handling and have the confidence to sort out various operational issues.

This is an excellent opportunity to develop a career within a fast moving, exciting call centre environment, it would suit a self-starter who has a charismatic character and be a natural leader.

If the role interests please apply through the website or contact Stewart Pearson at Time Recruitment for a fuller conversation.

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