Job Title: Call Centre Team Leader
Salary: £28,000-£32,000 per annum (Full-Time, Permanent, 35 hours)
Location: Liverpool City Centre (Office based)
Shifts: Flexibility to work between the hours of 9am and 8pm, Mon-Sat
Are you experienced in call centre team leader management, with a knack for customer service management and an interest in the legal sector? We are hiring for a Call Centre Team Leader to join our legal client at their head office in the Liverpool city centre.
As a Call Centre Team Leader, you will be expected manage daily activities and ensuring that the team deliver first class customer service to the areas of business that require support. In this role, you will also provide a primary point of contact for all customers, clients and third parties whilst maintaining the highest level of customer service.
What Youll Do:
1. Management of the teams daily workloads, productivity and inboxes alongside achieving service level standards and optimising staffing levels daily.
2. Prioritising workloads to ensure targets are delivered in a timely manner.
3. Managing any systems or process changes effectively.
4. Handling all team KPI reporting and key task management.
5. Overseeing all your teams training and staff development ranging from appraisals to the regular conducting of one to ones.
6. Offering additional support and a second, ...