Call Centre Team Leader Evening Shift

OCU Group are experiencing a significant amount of growth throughout 2024.

This has created an exciting opportunity for a Call Centre Team Leader to join our team in Leeds Seacroft.

The Team Leader is responsible for overseeing and managing the team of Advisors.

The purpose of the role is to ensure that the team meets performance targets adheres to company policies and delivers highquality customer service. The role requires strong leadership excellent communication skills and a focus on meeting both individual and team objectives.

Please be aware the working hours are: 15:00pm 23:00pm.

This position will require the successful candidate to work bank holidays and weekends including Christmas and New Year.

Duties and Responsibilities:

Team Supervision:

• Manage and lead a team of call centre agents.
• Monitor daily activities and performance to ensure that service levels are met.
• Conduct regular team meetings to discuss performance provide updates and share best practices.

Performance Management:

• Track and evaluate team members performance using key performance indicators (KPIs) such as call handling time customer satisfaction and resolution rates.
• Provide regular feedback coaching and development plans to improve agent performance.
• Conduct performance reviews and set individual goals.

Training and Development:

• Organise and deliver training sessions to new and existing team members.
• Ensure the team is up to date with any new procedures products or systems.
• Encourage continuous learning and improvement.

Quality Assurance:

• Monitor calls to ensure high standards of customer service are maintained.
• Address customer complaints and resolve escalations.
• Implement quality control processes and recommend improvements.

Reporting and Analytics:

• Compile and present reports on team performance highlighting successes and areas for improvement.
• Use call centre software to track and analyse metrics such as call volume waiting times and resolution rates.
• Report findings to upper management and suggest changes to improve efficiency.

Motivation and Morale:

• Foster a positive work environment by motivating the team through incentives recognition and teambuilding activities.
• Address any issues related to staff morale and take appropriate actions to resolve conflicts.
• Encourage teamwork and collaboration among agents.

Operational Efficiency:

• Ensure staffing levels are adequate to handle call volumes and that resources are used efficiently.
• Manage shift schedules and allocate work based on call centre demands.
• Liaise with other departments to streamline operations and improve customer service processes.

Skill and Experience:

• Excellent communication skills both verbal and written.
• Strong active listening skills and ability to empathise with customers.
• Ability to multitask prioritise and manage time effectively.
• Proficiency in computer applications including MS Office and CRM software.
• Previous experience in a call centre or customer service role.
• Ability to work under pressure and handle challenging situations calmly and effectively.
• Proven experience in leading and motivating teams.
• Commitment to delivering high levels of customer satisfaction.

Company Information:

Established in 1994 OCU Group is one of the fastest growing utility engineering contractors in the UK with a long successful track record in delivering customerfocused civil engineering solutions.

Working directly with many of the countrys leading bluechip power water telecoms and rail clients we are looking for the very best talent to join our growing team.

We pride ourselves on empowering our employees and offering opportunities for them to take control of their own personal development and career progression in a supportive environment.

We believe that being successful is a choice.

We choose to be successful.

We are OCU One Company United.

We celebrate difference and appreciate diverse backgrounds. We encourage everyone who join us to be themselves at work and create inclusive teams in our workplace.