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Contact Centre Team Leader
36 hours per week
09:00am till 17:00pm
21.94per hour
6 Month Temporary position for daily operational support and management duties.
Ideal candidate might be someone who has worked in an outbound call centre with some housing experience- would need to have managed staff in a call center type environment. Done appraisals, one to ones, monitored quality, KPI's etc.
To support our new Care & Support team for vulnerable residents in Housing. This team conducts outbound Tenancy Housing reviews, gathering extensive tenancy information and identifying household vulnerabilities.
The role involves:
- Coaching and developing a team for exceptional customer service.
- Setting and achieving personal and business objectives.
- Driving performance improvement through effective coaching and 121s.
- Managing underperformance positively. Enhancing the team's quality and output.
- Acting as an escalation point for residents.
- The position is temporary for 6 months with office-based work and flexible shifts.
