OA are currently recruiting for a Call Centre Team Lead to join a reputable business that has a portfolio of clients across FMCG, Financial Services and leading brands. This role will be based in their Edgware offices on a temporary to permanent basis .
Hours: (40 hours per week across their shifts between opening hours)
1. Monday – Friday – 8am – 9pm
2. Saturday – 8am – 7pm
3. Sunday – 9am – 6pm
Role Responsibilities:
4. Manage and lead a team of customer service agents, working across multiple campaigns to ensure best in class service
5. Mentoring team members to upskill their performance and overall career development
6. Provide regular business updates and internal training when necessary
7. Support with internal recruitment and hiring to scale the team as the business looks to grow
8. Report on weekly performance, KPIs and monitor any absence
Requirements:
9. Previous call centre experience is essential for this position
10. Ability to work in a fast-paced environment, whilst supporting internal team members in the role
11. Strong communication skills and the ability to provide excellent customer service to all clients
12. Able to take ownership of team queries and offer constructive feedback to ensure all KPIs are met
13. Flexibility with the different shift patterns as per business requirements