Morson Talent
Job title:
Call Centre Team Leader
Company
Morson Talent
Job description
- Location: Derby, Derbyshire, England
- Salary: £16.89 – 16.89 per hour
- Category
- Sector:
- Contract type Contract
- Consultant: Coral Hale
Call Centre Team Leader – Scheduling & Dispatch
Location: Raynesway, Derby
Salary: £16.67 per hour (£32,501 pro rata)
Job Type: Full-Time, 3 month contract with permanent opportunity.Are you an experienced leader with a passion for driving exceptional customer service and operational excellence? We are looking for a dynamic Call Centre Team Leader to join Severn Trent’s Scheduling & Dispatch team. In this pivotal role, you’ll oversee a high-performing team, ensuring the effective delivery of services to our customers while meeting performance and regulatory requirements.Key Responsibilities:
- Lead, motivate, and develop a team of front-line colleagues to provide best-in-class service.
- Partner with operational teams to ensure optimal resource allocation and performance against the schedule.
- Perform root cause analysis and provide actionable insights to enhance service delivery and operational efficiency.
- Drive continuous improvement by refining processes and identifying opportunities for enhanced performance.
- Ensure all work schedules, both planned and reactive, are delivered effectively and efficiently.
- Act as the first response coordinator during out-of-hours incidents, making key decisions independently.
- Represent the department in meetings with external partners, including Highways Authorities, to manage day-to-day issues and legislative changes.
Experience & Skills:
- Proven experience in leading and managing teams, particularly in a high-energy, dynamic environment.
- Ability to multitask, operate under pressure, and make critical decisions independently.
- Excellent communication and stakeholder management skills.
- Proficient in MS Office, Click, and Street Manager.
- Experience in driving performance and coaching teams through change.
Desirable (but not essential):
- Experience with Highways Authorities and local councils.
- Familiarity with SAP ESS and CLICK software.
- Qualifications such as IOSH, NRSWA, or Lantra streetworks certification are a plus.
Join us and play a crucial role in ensuring our field operatives and technicians deliver exceptional service. If you’re a proactive leader with a passion for continuous improvement, apply today!
Expected salary
£16.89 per hour
Location
Derby
Job date
Wed, 11 Sep 2024 22:46:36 GMT
To help us track our recruitment effort, please indicate in your email/cover letter where (jobsnear.org) you saw this job posting.
