As Call Centre Team Leader, you will lead, manage and develop a team of approximately 50 Customer Support Advisors with 15 direct reports within the GoTo Call Centre.  You must be customer-centric, able to manage a variety of stakeholders and resolve customer issues within a timely manner.   As part of your role, you must ensure compliance with Customer Service Level Agreements (SLA’s) and internal procedures while achieving defined Key Performance Indicators (KPI’s). You will drive productivity, deliver continuous improvement, and ensure the customer journey is at the heart of all your actions.

Key Responsibilities: 

• Monitor and provide monthly SLA and KPI reports on team performance against targets with commentary on variances, along with a weekly update on progress.

• Consistently ensure a high level of service, and quality to both internal and external customers within critical timeframes, ensuring adherence to agreed SLA’s.

• Ensure the team follow policy instructions relating to the handling of information for each customer.

• Fully understand our customer’s expectations to manage their requirements.

• Act as an escalation point for customer escalations, ensuring the best possible solution is found to support the customer.

• Ensure the accuracy of information and a “right first-time” approach is achieved within the call centre. 

• Provide feedback to each member of the team on the quality of calls.

• Proactively monitor and manage the allocation of phone lines via Enterprise Administrator to ensure appropriate resource availability.  

• Lead daily team huddles.

• Act as a role model on the standards and behaviours expected of the call centre team. 

Experience Required: 

• Experience of working in a fast-paced, high-pressured environment.

• Transport, Logistics, Automotive, Highways or Emergency services sectors would be beneficial.

• Working within a lead generation/telephony inbound call conversion environment is desirable. 

• Detailed understanding of service level agreements and key performance indicators.

• Managing customer expectations and demands to provide outstanding customer service.

• Working knowledge of Salesforce operating platform is desired.

• A good working knowledge of Microsoft Office and ideally Google Mail.

The Person:

• Able to lead, manage, coach and motivate a team to achieve results.

• Excellent communication and interpersonal skills.

• Ability to change with a flexible approach.

• Use initiative to problem solve and make informed decisions.

• Strong organisational skills, ability to prioritise and manage multiple tasks. 

• Displays excellent time keeping and attendance. 

Based from our offices at Aston Cross, Birmingham, you will work flexibly to support the 24/7/365 call centre operation. 

 **