Contact Centre Team Leader - Bristol, United Kingdom - Subfero

Subfero

Verified Company

Bristol, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

T
he role...

The Team Leader will report directly to the Service Operations Manager and will be tasked with the ongoing development, monitoring and assistance of all Ambassadors within their team on a daily, weekly and monthly basis.

Daily tasks will include aiding Ambassadors with all aspects of ticket management, customer service and conducting live call assessments. The Team Leader will be solely responsible for the monitoring and developing of all aspects of their Ambassador's skillsets.

They will provide real time feedback on call quality, scoping, ticket resolution and offering regular detailed advice on ticket management.

What we are looking for...

We are looking for a dynamic and people focused team leader who is passionate about leading their team to success.

You will have extensive contact centre experience, with a minimum of 1 year's experience of working as a team leader in a contact centre.

What you'll be doing...

Lead and motivate a team of up to 15 Ambassadors to deliver excellent levels of individual/team performance and customer satisfaction.
Hosting 121's and team meetings.
Keeping up to date with business development and new product lines.
Manage daytoday floor activities, prioritise, and make risk/impact assessments within existing processes and procedures towards achieving SLAs.
Managing absence, completing Return to Work meetings, and addressing any trends in absence patterns.
Working closely with the Quality Team to ensure training and development plans are maintained for all team members.
Support the Service Operations Manager to highlight operational risks and areas for improvement.

Here's what we'll give you...
We take pride in providing an entry for many into the IT industry.

We offer extensive benefits to our employees to help them grow both professionally through qualifications and experience, but also inter-personally through our fun, collaborative and diverse working environment.

Please see below a taste of our benefits:
-
Fully funded Microsoft certifications:

-
Free Premium Gym membership worth up to £60 pcm:

-
Monthly bonus scheme:

-
37.5 hour working week between Monday to Friday, with only one weekend shift required to work per month

Cycletowork scheme
Company Pension Scheme (if you pay a minimum 5% and we will pay in an additional 3%)
Free onsite parking
Access to the Employee Assistance Programme (EAP)
Free food carts along with a monthly team meal voucher
A paid day off on your birthday
A private help cash plan which helps cover opticians, dental and medical bills
22 Days Annual Leave + 1 extra day for length of service up to a maximum of 25 days (1 day accrued per year)

When we'll need you and where you'll be...
We operate our business around the clock to provide support to customers around the globe. For this particular role you will be supporting our Ambassadors over a 13:00pm - 21:00pm shift (flexibility is required until 10pm)

About Subfero

We are Subfero. A game-changing, vibrant and dynamic outsourced customer support centre of excellence, based in a state of the art office complex in the Aztec West Business Park in Bristol.

We take incredible pride in providing the very best support journey for all our customers and are committed to continuing what has been a story of rapid expansion and phenomenal success since our inception in 2015.

What makes us so special? Our People. We have a wonderful bunch of unique individuals who make up the Subfero team.

Salary:
£36,250.00 per year