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- Overseeing the phone for the Service Control function and also the administration team
- Managing the team of Service Control professionals, ensuring that the team are delivering high levels of service, and that SLAs and TATs are monitored and ensuring that team members are available to always meet targets
- Monitoring team calls to ensure they are picked up on time and ensuring any missed calls are returned within SLA
- Acting as the point of call for complaint escalating, responding within the agreed process SLA
- Ensuring all tasks are completed within the agreed SLA
- Creating department SOP documents to review with managers within the set timescales
- Setting team tasks with clear instructions and set out timeframes for completion
- Conducting monthly 121s with all team members, ensuring that feedback is fed through to the manager
- Undertaking return-to-work meetings, alongside performance meetings
- Thinking proactively to determine solutions for actual and potential challenges within the department
- Providing performance weekly reporting for heads of departments
- Possess at least 2 years’ experience within a Team Leader position, specifically within a call centre environment
- Strong experience dealing with call centre applications and call managing tools
- A good strong motivational outlook and training skills
- Excellent communication
- Fantastic attention to detail and organised mind-set, especially within a high-pressure environment
