Job Description

Role Profile Date: 13th February 2012

Job Title: Team Leader Job Code: ENEXO094
Job Function: Supervise a team of Callers (potentially both internal and external) Manager: Operations Manager
Location: Head Office, South Yorkshire


Primary purpose of the role
Fantastic position within a growing company, for someone looking for a role that can offer a development opportunity and utilising their experience of working within a Call Centre environment.

The position offers a wealth of cross departmental relationships/ accountabilities that will in turn offer the potential to develop and specialise the role going forward.

The primary function will be the responsibility of supervising both in-house and external callers as well as learn the fundamental research practices that our company conduct.

In addition, working in liaison with fellow members of the Call Department Support Team to ensure that cross-departmental Best Practice is implemented/ adhered to at all times.


Key Accountabilities
• Direct Supervision of Callers
• Daily support and more structured 1-2-1’s are conducted, documented
• Timesheet/ Headcount Management documentation managed
• Working in close liaison with Junior Team Leader to provide support, mentoring & advice
• Ensure that the Company research forecasting tools are kept up-to-date and using the correct data
• Assistance in the maintaining of Company administrative records, databases and filing systems where appropriate
• Adhere to all internal fieldwork guidelines
• Development and implementation of all internal Caller incentives
Summary of Performance Monitoring Areas
• Quality of work
• Internal relationships and development
• Communication skills
• Level of self-progression and development
• Attitude


























Signature of Approval:


Line Manager: