CALL CENTRE TEAM LEADER
Description
Working within an outbound call centre environment, the Company specialises in Personal Injury Claims that have resulted from Road Traffic Accidents & Replacement Vehicles
As this is a completely new position you need to bring with you in depth knowledge of Quality Control within a call centre environment and be able to hit the ground running – making this role your own.
You will be experienced in a contact centre environment, with an in depth knowledge of managing successful quality initiatives and understanding contact centre sales agents behaviour.
You will perform quality audits on team members and report this information back to Team Managers and Senior Management. This role is a key position within this Company as you will be responsible for ensuring key compliance to legal requirements, and reducing the risk of breaches of MOJ regulations & FSA
To be successful you must be self motivated and determined with a logical approach to your work. You will need to be comfortable working with Management Information to compile reports for Senior Management and constructive feedback to both Team Managers and agents. This role is also key in identifying Training Needs for both new inductees and experienced staff, so excellent communication skills are a must.
Key Skills / Experience
·It is essential that you have at least 2 years experience
·Methodical and accurate, with excellent attention to detail
·Excellent communication skills
·You must be confident, hardworking and have a can-do attitude
·Excellent IT Skills
