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- Tasks: Lead a dynamic call centre team, manage KPIs, and ensure top-notch service delivery.
- Company: Join a well-established client known for their commitment to excellence in customer service.
- Benefits: Enjoy a competitive salary, life insurance, pension, and free on-site parking.
- Why this job: Be part of a supportive culture that values leadership and teamwork while making a real impact.
- Qualifications: Previous team leader experience in a call centre and strong KPI management skills required.
- Other info: Flexible working hours with a rotation schedule, including weekends.
The predicted salary is between 24000 - 36000 £ per year.
Call Centre Team Leader required to join our established client, with a focus on personnel management, setting and monitoring of KPI's, and ensuring SLA agreements are met. Salary of £30,000 per annum. Working hours are Monday - Friday, 7am until 3pm and 12pm until 8pm on a weekly rotation, working one in three weekends, with the two days off that week. A car driver is required due to the office location.
Duties:
- Ensure all service calls are taken in a timely manner
- Manage the Call Centre shift rota pattern to ensure required coverage
- Manage Agents holiday rota & sickness
- Ensure all jobs for all works carried out by engineers and subcontractors are completed and kept up to date
- Ensure relevant reports are in place, up to date and added to the system in time
- Speak with engineers and customers on a daily basis both by phone and email
- Schedule engineers daily work within the designated areas
- Assist with any administrative duties as required
- Assist Call Centre Agents where necessary
Benefits:
- Salary £30,000
- Life insurance
- Company pension
- Free parking
- On-site parking
Experience:
- Team leader or management experience
- Experience setting and monitoring KPI's and working within strict SLA's
- Experience leading a team in a call centre, service managed environment
Please bear in mind that you may not hear from us straight away. Due to the high level of applications, we receive every day, we can only respond to applicants whose skills and qualifications are suitable for this position. If you would like to be considered for similar and future positions, or for a complete listing of all our current vacancies, please visit our website.
Call Centre Team Leader in Brentwood employer: Focus Resourcing Group
Contact Detail:
Focus Resourcing Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Team Leader in Brentwood
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) relevant to call centres. Understanding how these metrics are measured and what they mean will help you demonstrate your expertise during interviews.
✨Tip Number 2
Brush up on your leadership skills by reflecting on past experiences where you've successfully managed a team. Be ready to share specific examples of how you motivated your team and handled challenges.
✨Tip Number 3
Since the role requires effective communication with both engineers and customers, practice articulating your thoughts clearly. Consider role-playing scenarios to enhance your verbal communication skills.
✨Tip Number 4
Make sure to highlight your experience with service level agreements (SLAs) in any discussions. Being able to discuss how you've ensured compliance with SLAs in previous roles will set you apart from other candidates.
We think you need these skills to ace Call Centre Team Leader in Brentwood
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your team leader or management experience, particularly in a call centre environment. Emphasise your skills in setting and monitoring KPIs and working within SLAs.
Craft a Strong Cover Letter: Write a cover letter that specifically addresses the job description. Mention your relevant experience in managing personnel and ensuring service calls are handled efficiently. Show enthusiasm for the role and the company.
Highlight Relevant Experience: In your application, clearly outline your previous roles that involved managing a team, scheduling work, and liaising with both customers and engineers. Use specific examples to demonstrate your capabilities.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a Call Centre Team Leader.
How to prepare for a job interview at Focus Resourcing Group
✨Know Your KPIs
Familiarise yourself with key performance indicators relevant to the call centre environment. Be prepared to discuss how you've set and monitored KPIs in your previous roles, as this will demonstrate your understanding of performance management.
✨Showcase Leadership Skills
Highlight your experience in managing teams, especially in a call centre setting. Share specific examples of how you've motivated your team, handled conflicts, or improved team performance to show that you're ready for a leadership role.
✨Understand SLA Agreements
Research what service level agreements (SLAs) are commonly used in call centres. Be ready to explain how you have ensured compliance with SLAs in past positions, as this will show your ability to meet client expectations.
✨Prepare for Scenario Questions
Anticipate scenario-based questions that may be asked during the interview. Think about challenges you’ve faced in previous roles and how you resolved them, particularly in relation to managing shifts, holidays, and sickness within a team.
