Team Lead

4 days ago

Dingwall Highland, United Kingdom ManpowerGroup Full time

Call Centre Team Leader

Location: Dingwall

Salary: Competitive, plus benefits

Job Type: Full-time, Permanent

Brook Street are recruiting for a dynamic and rapidly growing call centre business, committed to delivering exceptional customer service and fostering a supportive, team-oriented environment. As they continue to expand, they are looking for a skilled and motivated Team Leader to join their leadership team and help drive their success.

The Role:

As a Call Centre Team Leader, you will be responsible for leading and managing a team of up to ten customer service agents, ensuring they deliver high-quality service while achieving both individual and team performance goals. You will play a crucial role in motivating your team, providing ongoing training, and driving a culture of continuous improvement.

Key Responsibilities:

  • Lead, coach, and develop a team of call centre agents, providing regular feedback and support.
  • Monitor team performance against KPIs, ensuring targets are met and exceeded.
  • Conduct one-on-one meetings and performance reviews, identifying areas for improvement and implementing action plans.
  • Handle escalated customer inquiries with professionalism and efficiency.
  • Foster a positive, motivating team environment, encouraging collaboration and high morale.
  • Ensure adherence to call centre processes, policies, and quality standards.
  • Analyze performance data to identify trends and implement improvements.
  • Assist with the recruitment and onboarding of new team members as needed.

Requirements:

  • Proven experience in a team leader or supervisor role within a call centre/commercial enviroment.
  • Strong leadership and people management skills, with the ability to motivate and inspire a team.
  • Excellent communication, interpersonal, and problem-solving abilities.
  • A results-driven mindset with a focus on achieving goals and improving team performance.
  • Ability to handle high-pressure situations while maintaining a calm and professional demeanor.
  • Strong organizational skills and attention to detail.

Benefits:

  • Competitive salary and performance-based incentives.
  • Comprehensive training and development opportunities.
  • Health and wellness benefits.
  • Free car parking
  • Opportunities for career progression in a growing business.

If you are an experienced leader with a passion for customer service and team development, we want to hear from you Apply today to join a vibrant team and help them continue to deliver outstanding results.

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