Call Centre Team Leader

2 weeks ago

Reading, United Kingdom Success Talent Full time

Are you passionate about driving performance and creating a positive team culture? We’re looking for a Sales Team Leader to inspire, coach, and empower Contact Centre Advisors to deliver exceptional results and outstanding customer experiences. What You’ll Do * Lead & Motivate: Coach and develop a team of Contact Centre Advisors to achieve individual and team performance targets. * Performance Excellence: Monitor key metrics such as Average Handle Time (AHT), call answer rates, and abandoned call rates to ensure service quality. * Quality & Accuracy: Ensure calls are logged in Zendesk with at least 90% accuracy (stretch goal: 95%) and maintain accurate customer records in our CRM. * Operational Oversight: Manage agent schedules, breaks, and adherence for optimal staffing and service levels. * Customer Focus: Handle escalated inquiries and complaints professionally, aiming to exceed expectations while balancing business needs. * Quality Assurance: Monitor calls to maintain high-quality standards, with a minimum of “Meets Expectations” and a stretch goal of “Exceeds Expectations.” What We’re Looking For * Proven experience in team leadership within a contact centre or similar environment. * Strong coaching and motivational skills. * Excellent communication and problem-solving abilities. * Familiarity with Zendesk and CRM systems is a plus. Why Join Us?...

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