Contact Centre Team Leader
Edinburgh

About the Role

Contact Centre Team Leader
Edinburgh
£37,000 plus great additional benefits.

Due to continued growth, we have another vacancy for an enthusiastic, focused Team Manager to join our client's busy, vibrant team.

The successful candidate will be motivated, organised, of high calibre and dedicated to delivering excellent service on behalf of their customers. If you have previous team management 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 of all advisors in the team, ensuring they attract and retain the very best talent.
• Continually review and monitor the work performance of all advisors against agreed KPIs, ensuring that calls are handled professionally.
• Implement reward & recognition programs and share best practices across teams and build a 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 the Operations Manager.
  
  

• 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