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Team Leader (Contact Centre)
Belfast
About the Role
Team Leader (Contact Centre)
Belfast
£25,000
Our client is a multinational business with a fantastic brand with large and impressive offices in Central Belfast
Due to growth, this client is looking to recruit an experienced Team Leader into their contact centre function to manage a new team of circa 14 Advisors who currently service one of their key client's accounts.
This is a great opportunity and ideal for anyone currently in a Team Leader role who is keen to work in a more progressive and developmental environment with great earning potential.
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 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.
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 Team Leader or Management experience within a fast-paced Contact Centre environment.