Call Centre Team Leader

Call Centre Team Leader Potters Bar Monday - Friday 0800-#####£30-32KTo assist and maintain specific service and maintenance contract within the calll centre. You will be requried to manage a small team of administrators and work closely with your contracts manager. You will be required to provide support where needed within the internal teams ensuring tasks are carried out as per the KPI's and SLA requirements.
Contract and Operational Duties1. To manage the client's expectations for each individual contract's service level agreementunder your supervision. 2.To manage the compliance figures across your
assigned contracts and to provide the
compliancy team with bespoke reports so that compliancy figures are kept to a minimum.3. To ensure monthly service runs are planned across assigned contracts.4. To oversee that correct compliancy procedures are followed for your specific contractsand that servicing appointments are planned accordingly.5. To escalate any complaints to Complaints Coordinator and assist with investigations6. To deal with any client queries/issues in a timely manner and as and when required7. To liaise and deal with any engineers queries as and when required.8. To carry out weekly meetings with individual teams, if required9. To oversee the allocation and organisation of the work for your engineers and technicians10. To enter and update any relevant data onto the company's computer system11. To check and process sub-contractors invoices and timesheets for payment12. To investigate repeat visits and process accordingly informing relevant personnel.
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