Call Centre Team Lead: KPI-Driven Shift Manager

Brook Street; Belfast City District; On-site; GBP 27,000 - 32,000; Full time

Job summary

Brook Street Recruitment is seeking an experienced Team Leader to join a well-known security company in Belfast, Northern Ireland. You will lead a shift team of Arc Room Controllers, ensuring the smooth operation of processes and adherence to industry standards.

The role involves managing event and call handling performance to meet KPI targets, monitoring quality of work, and developing staff through coaching and training.

Qualifications

• Minimum 2 years supervisory experience in an operational role.
• Minimum of 5 GCSEs including English and Maths at grade C or above (or equivalent).
• Comprehensive IT skills including ability to use all MS Office packages, including excel.
• Ability to operate in a professional and confidential manner at all times.
• Excellent communication skills, both written and verbal. Able to communicate effectively with all levels of business, internal & external.
• Self motivated and able to work on their own initiative.
• Strong organisational and time management skills.
• Good people development and management skills.

Responsibilities

• Ensure the effective running of the shift team.
• Manage the event and call handling performance of the shift team to achieve and exceed KPI's.
• Responsible for maintaining and improving on the quality of work being delivered by the team.
• Ensure full compliance to NSI and other Industry Standards.
• Monitor and manage the personal development needs of the team.
• Hold one to one meetings to improve motivation and morale.
• Help identify, develop and deliver training/coaching of the team.
• Assist in the analysis and resolution of selected customer complaints.
• Maintain a relevant production of succinct and timely reports for all aspects of shift team's performance across all activities.
• Ensure appropriate technical and operational knowledge is kept up to date to allow input to the Monitoring Services continuous learning and process improvement plans.
• Ensure Health and Safety standards are followed within the SOC.
• Ensure company standards, principles and values are upheld and openly promoted.
• Ensure the effective running of the shift te.
• Manage the event and call handling performance of the shift team to achieve and exceed KPI`s

Skills

Supervisory experience

Communication skills

Self-motivated

Organization & time management

People development

Education

GCSEs including English and Maths

Tools

MS Office

Excel

Job description

Brook Street Recruitment is seeking an experienced Team Leader to join a well-known security company in Belfast, Northern Ireland. You will lead a shift team of Arc Room Controllers, ensuring the smooth operation of processes and adherence to industry standards.

The role involves managing event and call handling performance to meet KPI targets, monitoring quality of work, and developing staff through coaching and training.