Opportunities aplenty for Contact Centre Team Leader Jobs, with a reported 100,000 employed people in Scotland’s contact centre and business processing operation (BPO) sector. The rise of call centres in Scotland has much to do with our language skills. Our contact centres currently offer a total of 26 languages, giving us a competitive edge in the marketplace.
Team Leaders maintain the successful operation of the Contact Centre on a shift basis, providing a 24-hour to a range of customers. You will be expected to lead your team effectively and efficiently and if you can handle the ups and downs of call centre life, genuine opportunities await for progress into Contact Centre Manager Jobs.
Experience is required within a management/team leading role in a Contact/Call Centre environment as well as strong leadership qualities to oversee large teams.
Required responsibilities for Contact Centre Team Leaders
Assisting with any enquiries from any customer service team members and ensuring a high standard of competency for customers large and small.
Provide high levels of customer service focus
Convey communication from management to all staff
Hold effective handovers to ensure that all staff are fully communicated to on a daily basis
Handle monthly 1 to 1s with staff
Lead personal development reviews with staff
Ensure that all staff are deployed to meet the business need to meet targets & KPI’s
Co-ordinate all Contact Centre activities and oversee task prioritisation
Deliver all training issues
Ensure equipment and applications can be used to a high standard
Log staffing issues and take action to resolve any discrepancies
Skills and experience required:
To become a Team Leader in a contact centre, you will need to be able to:
Motivate and develop staff members
Make decisions and take responsibility for solving problems
Prioritise tasks; you will need to be well organised
measure and analyse your organisation's performance against quality standards
Create an air of calm even when others are angry or upset
Remain pleasant and polite.
Those who work in call centres or retail stores might be required to work evenings or shifts.
Contact the Office Support Division Team
Email the Industrial Division at firstname.lastname@example.org.