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Call Centre Team Leader

Norfolk, United Kingdom
Job ID: 41242

Description

JOB PURPOSE:
The purpose of the role is to manage and drive a customer focussed team. You’ll put your supervisory and organisational skills to great use by managing Advisors to improve their individual performance while ensuring excellence, satisfaction and integrity is delivered at every stage with the aim of building long-term relationships with our customers.
PRINCIPAL TASKS OF JOB:

Achieve and improve on personal and departmental KPI’s (Key Performance Indicators)

Resolve escalations in a professional manner

Preparation and delivery of morning briefs

 Conduction weekly and monthly 121 reviews

 Managing probationary periods

 Demonstrate active communication skills

 Investigate agent written complaints

 Managing performance and SLA

 Managing absence, timekeeping and agent breaks

 Managing floor and resolving queries to give first time resolution

 Daily, weekly and monthly reporting

 Managing and planning time effectively

 Complete all administration accurately and with the highest quality

 Managing Agents QC results and feedback

 Participate openly in your personal development

Support other Team Seniors to ensure all teams deliver

 Ensure compliance of Ingram Micro policies and procedures.

 To have a flexible approach to work.

 To attend training courses as and where necessary to ensure personal and team job skills keep pace with legislative and business developments.

 To be aware of the Health & Safety requirements, in accordance with guidelines as set out in the Health & Safety manual.

 The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Ingram Micro Commerce & Lifecycle Services
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