Your day to day:

• Act as first line support for the customer service advisors in your team, coaching, support, and guidance.
• You will complete your own calls, with daily focus on the Team Leader role
• Attend weekly meeting with the Client Programme Manager to discuss team performance, highlighting successes and areas to focus on.
• Conduct monthly performance reviews with your team members, providing feedback and guidance focused on driving performance.
• Conduct live call listening with team members, providing guidance and feedback after each interaction.
• Support the Client Programme Manager in reviewing and compiling calls to be sent across weekly to the client.
• Lead by example in your delivery of call volumes and the quality of your call interactions.
• To be responsible for any other task identified by the Client Programme Manager as falling reasonably within the scope and range of the position.

To be successful, you need to:

• Be effective at resource management
• Demonstrate team leader experience, ideally in a call centre setting or similar, with a track record of developing and managing a team
• Be target driven, managing your own targets as well as the team.
• Use data accurately with the ability to use technology for reporting and communicating effectively
• Provide continuous training and coaching for the team and complete inductions for new members
• Be able to work full time, 35 hours per week Monday to Friday

We offer:

• Great salary
• Fully home based role
• Support from the wider Cosine team to help you achieve your team goals

Cosine holds Gold status in Investors on People, we are equal opportunities employer and we depend on having diverse talent with a range of backgrounds, skills, and capabilities.