Team Leader - Call Centre

Brook Street Recruitment is working on behalf of our client - a well-known security company to recruit an experienced Team Leader to join the expanding business. The role will involve managing a team of Arc Room Controllers.

Duties

• Ensure the effective running of the shift team

Manage the event and call handling performance of the shift team to achieve and exceed KPI's

Responsible for maintaining and improving on the quality of work being delivered by the team

Ensure full compliance to NSI and other Industry Standards

Monitor and manage the personal development needs of the team

Hold one to one meetings to improve motivation and morale

Help identify, develop and deliver training/coaching of the team

Assist in the analysis and resolution of selected customer complaints

Maintain a relevant production of succinct and timely reports for all aspects of shift team's performance across all activities

Ensure appropriate technical and operational knowledge is kept up to date to allow input to the Monitoring Services continuous learning and process improvement plans

Ensure Health and Safety standards are followed within the SOC

Ensure company standards, principles and values are upheld and openly promoted

• Ensure the effective running of the shift te
• Manage the event and call handling performance of the shift team to achieve and exceed KPI`s

Criteria

• Minimum 2 years supervisory experience in an operational role
• Minimum of 5 GCSEs including English and Maths at grade C or above (or equivalent)
• Comprehensive IT skills including ability to use all MS Office packages, including excel
• Ability to operate in a professional and confidential manner at all times
• Excellent communication skills, both written and verbal. Able to communicate effectively with all levels of business, internal & external
• Self motivated and able to work on their own initiative
• Strong organisational and time management skills
• Good people development and management skills

This job description is not intended to be either restrictive or definitive. It is important to note that the responsibilities of the post may change to meet the evolving needs of the services that the Company provides. No job description can cover every issue which may arise within the post and the post holder is expected to carry out other duties from time to time which are broadly consistent with those in this document.

The role will require the person hired to work on a rota basis of shifts

7am to 7pm and 7am to 7pm - usually 36hrs one week and 48hrs the next

The salary for the role is £29,920 per annum