Call Centre Team Leader

My Shrewsbury based client is currently recruiting for a permanent Call Centre Team Leader Salary : £14.20 / ph - pay enhancement for nights, weekends and bank holidays 34 hrs per week Free parking Pension scheme 25 days holiday – rising to 27 with length of service Employee Assistance Reporting to the Call Centre Manager, the Team Leader is responsible for the 24 / 7 management of the Call Centre Operations overseeing a multi-disciplinary workforce. Working within a supportive and inclusive environment and joining a team that values collaboration, innovation and personal growth. There is also the opportunity to develop your career with professional development opportunities Flexibility if key, this is an out-of-hours role and you will need to be able to work nights and weekends but pay will be enhanced during these periods. Responsibilities : -

• Monitoring the Centre’s workload and ensuring that cases are dealt with within the appropriate times
• Supervision of staff to include 121’s, development needs and absence monitoring
• Managing the appointment books
• Maintaining and updating the database
• Follow all escalation measures as per protocol when necessary Skills and experience : -
• Call handling or phone-based customer service experience
• An excellent telephone manner, with strong communication and interpersonal skills
• Proven supervisory experience ...