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Team Leader (Contact Centre Team Manager)
Birmingham
About the Role
Team Leader
Managing a team of 15 Customer Service Advisors
Birmingham (City Centre)
£28,000 plus bonus and generous paid overtime
We are currently supporting a large multinational BPO consultancy who are looking to recruit into their brand-new Central Birmingham offices.
They offer fantastic benefits including an annual bonus and very generous overtime incentives/pay. One of their key values is investing in people and as such, they offer great learning and development packages, study support and fast-track progression opportunities.
We have a vacancy for an enthusiastic and 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 a great service on behalf of their customers - If you have previous team management experience, get in touch!
This role is available because of growth and bringing in new advisors for a key client of theirs within Financial Services.
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
