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Job description

Responsibilities:

• Work closely with Sales & Support Supervisors to Manage/Motivate/Drive/Support/Train/Coach & Develop team members
• Supporting & Contributing to 121’s, probation reviews, coaching/training sessions and Team Meetings alongside the Supervisor, moving to taking responsibility in these areas as experience develops and feeding back to Supervisor.
• Recruitment - Active involvement in the different areas of the recruitment process as required.
• Manage day-to-day call centre activities, prioritising and making risk/impact assessments within existing processes and procedures towards achieving SLAs, Service Levels, Sales & Support KPIs
• Assist in managing team support, deal with escalations and complaints that cannot be resolved by CSRs and Sykes agents.
• Take escalated calls to ensure customer satisfaction and reduce churn.
• Be available to take calls when required.
• Prompt investigation, recording and management of problems reported by customers/CSRs, reporting back to the management team in weekly meetings.
• Assist in the prevention of fraud processes.
• Trust Pilots

As well as the above, the Lead is expected to work closely with the Supervisor to learn and enhance their skills and experience, The Lead will stay in good communication with their Supervisor at all times.

Job Types: Full-time, Permanent

Salary: £24,000.00-£26,000.00 per year

Schedule:

• Day shift
• Holidays

Supplemental pay types:

• Bonus scheme

Ability to commute/relocate:

• Manchester: reliably commute or plan to relocate before starting work (required)

Experience:

• Retail sales: 1 year (preferred)
• Customer Service: 1 year (required)

Work Location: Hybrid remote in Manchester