Call Centre Team Lead

Location Selkirk
Discipline: Commercial
Job ref: 007982
Published: 24 days ago

Circet Home division are seeking to recruit an experienced Call Centre Team Lead for our Selkirk, Scotish Borders site!

The Aim of this appointment is:


  • To support the Service Centre Manager to deliver the department services, targets and client SLAs, taking on responsibility in the SCM’s absence

  • To maintain a high level of knowledge and understanding of the client’s products and services and work with Team Managers to deliver these whilst driving continuous improvement from a customer and agent perspective.

  • To oversee the operational development, devise and implement a structured plan for development of the service centre team considering opportunity for growth whilst undertaking a review of current processes and systems in place to support existing clients.

  • To oversee the team management and growth: responsible for ensuring TM’s and agents are provided with the support / guidance / feedback and confidence in their abilities to perform their role and meet targets.

  • To drive team building and motivation activities that promote continuous performance improvement and adopt an effective approach to people management

  • To communicate the targets, SLA’s and goals to the team. Liaise with other depts to determine priorities and to understand big picture.


Key responsibilities will include:


  • Responsibility along with SCM for operational results for all clients

  • Performance management of TM’s including appraisal

  • Weekly team meetings to ensure common goals are understood and to review performance

  • Put in place and deliver all SLA and KPI's for the contact centre, reviewing these regularly and taking action as necessary

  • Making recommendations of improvements to systems or processes and maintaining an action log of development being undertaken to support this


More information regarding responsibilities can be shared along with the full job description on request.