Team leader

Operate on the front line of service delivery within a busy 24/7 contact centre environment working with some of the countries well know charities as well as smaller key charity, government and 3rd sector organisations. Ensuring quality and performance levels meet and exceed expectations on challenging service lines. Work as key management figures with responsibility for the effective daily operations of their team including recruitment, onboarding, training and development activities.

You will be required to:

* To provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing a team of customer service advisors
* To coach, develop and motivate the team and monitor their performance on a daily, weekly and monthly basis to ensure all personal targets are being achieved in accordance with QMS
* To ensure departmental KPI's are being achieved whilst adhering to SLAs
* To undertake 121's, meetings, appraisals and to comply with HR procedures in accordance with company policy
* To ensure adequate resources are available to meet customer and contract needs

1. Setting and meeting performance targets for speed, efficiency, sales and quality
2. Managing the daily running of your team within a busy contact centre environment
3. The delivery of an inbound and outbound service as and when required, with a view to maintaining compliant service delivery