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Team Leader - Call Quality

Gap Professional
West Yorkshire, UK
Closing date
16 Dec 2020

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Technology & New Media
Contract Type
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Job Details

gap professional are operating as an employment agency on behalf of its client.


Leeds, Monday - Friday, Competitive salary DOE

We are recruiting on behalf of our well established and very successful client in Leeds, for an experienced, highly motivated Team Leader to join their Call Quality team

Key Responsibilities:

Monitoring team members call activity, ensuring productivity levels are maintained
Ensuring all calls are handled consistently and in an unbiased way
Completing accurate call evaluations, providing feedback on quality, and reviewing any disputes fairly
Producing detailed client reports and ensuring specific client calls are evaluated fairly and any issues are escalated in a timely manner
Supporting the continuous improvement of the department by liaising with management and sharing key findings from reports
Producing team rotasThe successful candidate will have previous experience in a similar role and must be able to demonstrate:

Previous experience in a supervisory/team leader role in a fast-paced, high volume environment
Ability to lead and motivate a team, drive results, and exceed targets
Knowledge of Speech Analytic Software
Strong communication skills both written and verbal
Ability to build and maintain strong relationships with colleagues and clientsClosing date is 27/12/2020
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