Job Title: Call Centre Team Leader
Salary: £30,000 £35,000 per annum (Full-Time, Permanent, 35 hours)
Location: Liverpool City Centre (Office based)
Shifts: Flexibility to work between the hours of 9am and 8pm, MonSat
Are you an experienced Call Centre Team Leader with a proven track record in people management and a passion for delivering first-class service? We are hiring for a Call Centre Team Leader to join a thriving, fast-paced legal services business at their Liverpool City Centre head office.
As a Call Centre Team Leader, you will report directly to the Head of Operations and play a key role in managing daily activity, supporting your team, and ensuring an exceptional level of service is provided to clients, customers, and third parties. This is an exciting opportunity for a motivated and forward-thinking leader who thrives in a dynamic environment.
What Youll Do:
1. Manage daily workloads, productivity, and inboxes, ensuring service level standards are achieved and staffing levels are optimised.
2. Prioritise workloads and ensure targets are met.
3. Conduct call monitoring and quality assurance, providing constructive feedback to agents.
4. Manage system and process changes effectively.
5. Prepare team performance reports, identify trends, and share insights with m...