6 months ago
Contact Centre Team Leader
Do you have Team Management experience? Are you driven by sales? This role could be great for you!
This Contact Centre Team Manager role is suited for those with strong team management experience who have worked within a contact centre environment. Customer service will be your ‘bread and butter’, as well as having proven experience driving and motivating a successful team, ensuring all daily tasks are completed & targets met.
You will be naturally sales driven with excellent MS Excel skills, being able to manage performance targets through KPIs, quality and coaching.
Working shift patterns, you will be flexible around shift times, meeting, exceeding targets and being able to handle different demands.
Our clients Customer Service team has a vibrant and friendly, family culture with incentives and recognition schemes. If you put the customer at the heart of everything you do, can motivate and inspire a team, they want to hear from you!
Location: Their office is based just outside Preston and is accessible by car or bus. For those looking to travel by car, they have free car parking nearby.
They’re a close-knit team that takes pride in their ability to deliver a first-class service to their customers. To do this they strive to create an environment which is great for their people. They want their people to enjoy coming to work, and to feel they can make a difference. They believe in treating their people well and showing them that they are what makes a company great.
You will ensure SLAs, performance targets and quality measures are achieved whilst developing staff through coaching and training and identifying areas of improvements within the call centre
Whilst embracing and encouraging company culture among your staff, you will also ensure 1-2-1s and team business meetings occur once a month, managing any HR related actions within your team, business expectations and any updated regulatory requirements,
You will be making accurate and informed decisions at a team level,
You will complete any ad-hoc work as requested by senior management,
You will ensure compliance with the policies and procedures set by the business, whilst making sure risks are flagged, captured and assessed in the departments risk log,
You will be resilient, highly target driven and have proven contact centre team management experience, with the ability to inspire and motivate a sales team,
You will have excellent communication skills, both verbally and written,
You will be adaptable and a quick learner with experience using bespoke systems,
You will have an analytical mind, with excellent MS Excel experience
You will be able to solve problems quickly and effectively,
You will have a high level of attention to detail ensuring quality and compliance is met
Full Job Description available on request.
Collaboration is at the heart of everything they do. They believe that working together as one team across the Group is better for their customers, their businesses, and their employees, they offer excellent rates of pay, fantastic benefits, and excellent career opportunities.
Their employee’s success isn’t measured on time spent in the office, so please talk to them about your flexible working needs. They have many sites across the UK, so whether this be working from home, logging on from another office or working part time then they would love to hear from you!
They are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. They do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.
Your application will be treated in the strictest confidence.
You may have experience of the following: Contact Centre Agent, Call Centre Agent, Contact Centre Operative, Call Centre Operative, Customer Service Advisor, Customer Service Executive, Customer Service Representative, Customer Service Assistant, Team Leader, etc.