Call Centre Team Leader
Derby

About the Role

Team Leader
Call Centre (Inbound - Customer Service) 
Derby
£25,000 plus great benefits

Our client, based in Derby, is a large but rapidly growing international business. Due to internal growth and successful acquisitions, an opportunity has arisen for a Customer Service Team Leader to manage a team of 15 Customer service advisors.

This is a great opportunity and ideal for anyone currently in a Team Leader role and keen to work in a more progressive and supportive 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 of all advisors in the team, ensuring they attract and retain the 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, 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