Call Centre Team Leader

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!

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