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
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