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		Job Title: TEAM LEADER Job Ref: CO357 Job Type: 6 months with the possibility of going permanent Location: London Bridge Salary: neg Department: UK IT Voice Services Reports to: Voice Services Manager Introduction A centralised switchboard using the Siemens Pro Centre Automatic Call Distribution (ACD) is located in London and forms part of the service under the remit of Telephone services. The main purpose(s) of this role within the function To provide a professional centralised switchboard and maintain a high level of service The jobholder is responsible for monitoring the Pro-Centre Evolution system and producing reports to support the S.L.A. targets. The switchboard is the frontline service and people management skills are essential for the smooth running of this operation. The role’s key areas of accountability – in order of priority To maintain a high level of service. To control the staffing level with the daily rotas To ensure telecomm issues and faults are escalated to the technical team promptly. To compile and monitor statistics on call volumes To motivate the team, provide ongoing training. To deal with queries and complaints To recruit new members of staff The key deliverables of the role Using the Evolution system and the recording equipment to maintain a professional service to our clients. Modify rotas in accordance to change of call flow, and evaluate staffing levels and performance. To manage and motivate the team, provide ongoing training on new and existing procedures and to monitor the performance of the team leaders. To keep Management updated on all issues or faults and any escalation procedures put in place. What particular specialist IT skills are needed to carry out the role? Ability to solve small IT problems. Good keyboard skills. A sound knowledge of the firms’ databases Basic knowledge of word and excel The key challenges faced in doing the job? The key challenge is always to maintain a professional service and to keep a motivated team to deliver this service. Management of staff 32 staff in total 3 Assistant team leaders 29 call centre operators register for this job back to vacancy list