constantly on the hunt for the best candidates
Call Centre Team Leader
Derby
About the Role
Derby
Call Centre Team Leader
£27,000 plus very generous monthly bonus
Progression and further development opportunities Our client based in Derby is a large but rapidly growing business. Due to internal growth and successful acquisitions, an opportunity has arisen for a Customer Service Team Leader managing a team of 15 Customer service advisors.
This is a progressive opportunity and ideal for anyone currently in a Team Leader role and keen to work in a more progressive and developmental environment.
Responsibilities:
- 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.
Skill set required:
- 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
Applicants must have experience of managing a team of Customer service/Contact Centre advisors in a Team Leader capacity in a fast-paced environment. express interest
