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Contact Centre Team Leader

About the Role

We are working with an award winning brand who have just opened a brand new, state of the art Contact Centre in Central Birmingham.

** This role is based onsite in a brand new, centrally located operation in Central Birmingham **

We have a vacancy for an enthusiastic, focused Team Manager to join our clients busy, vibrant team. The successful candidate will be motivated, organised, high calibre and dedicated to delivering a great service on behalf of their customers - If you have previous team manager experience, get in touch!

About the role:

  • Lead a team to meet and exceed business objectives, service targets corporate goals including: operational metrics, quality, customer satisfaction, client satisfaction, and absenteeism and attrition.
  • Have direct involvement in the recruitment, selection, induction training and ongoing skills development for all advisors in the team, ensuring they attract and retain the very best talent.
  • Continually review and monitor work performance of all advisors against agreed KPI’s, ensuring that calls are handled professionally.
  • Implement reward & recognition programs and share best practices across teams and build spirit of teamwork and a work environment that promotes high levels of engagement amongst team members.
  • Maintain regular communications and feedback, ensuring accurate and timely communication of any client/campaign issues to Operations Manager.
Who are we looking for?
  • Evidence of effective interpersonal, coaching and leadership/supervisory skills.
  • Previous Team Leading / Managerial experience is essential.
  • Previous experience working in a call centre environment is essential.
  • Excellent verbal and written communication skills.
  • Good numeric and verbal reasoning skills.
  • Effective problem-solving skills.
  • Performance management skills and experience.
  • Client/customer management skills

constantly on the hunt for the best candidates