Team Leader

7 months ago

Manchester, United Kingdom CLD Recruitment Full time

My client an award-winning Insurance provider is seeking a dynamic leader with experience within a fast-paced contact centre environment.

You must have had experience and good knowledge of motivating and leading a team to excel in their role and increase the overall performance to be able to achieve company goals.

Duties of Team Leader:

- Create a positive, performance-focused environment in your team, and be responsible for continually improving team performance, customer satisfaction and delivery of SLA/KPI's
- Coordinate and monitor your team's workload by setting expectations at the start of each day and managing team and individual sales targets.
- Effective risk management and ensure effective cover of management.
- Lead, motivate, coach and develop the team to deliver industry-leading customer service.
- Ensure excellent customer service across your team with effective call monitoring and coaching.
- Manage all cases and outbound activity to make sure customer queries and issues are promptly resolved, with a proactive focus on customer satisfaction and revenue generation.
- Effectively recruit and onboard new team members alongside the Sales Manager
- Be the first escalation point for customer complaints, and ensure compliance with terms and conditions, and take ownership to remove the causes of any complaints by working closely with the Sales Manager
- Oversee achievement of individual and team targets in line with agreed and regularly reviewed standards.
- In line with agreed standards, oversee achievement of individual and team quality targets.
- Manage and resource plan to achieve SLAs and agreed team target.
- Provide constructive feedback to team members, identify training needs, and oversee training and development plans.
- Display excellent communication skills both verbal and written.
- Demonstrate flexibility to adapt to changing practices and work priorities.

Essential:

- Experience of working at team leader level, preferably within a volume contact centre environment.
- Sufficient experience and credibility to motivate, coach and manage others.
- Proven communicator with excellent interpersonal and negotiation skills.
- Commercially astute with a proven ability to think and act strategically;
- Committed to delivering excellence;
- High professional and personal standards.
- Focused on results and target driven, with a track record in supporting business growth.
- Ability to handle pressure and work to tight deadlines.
- Excellent presentation skills (both written and oral).

Do you have the required skills and relevant background to be successful in this role?? APPLY NOW

CLD Recruitment (Leeds) Ltd is acting as an Employment Agency in relation to this vacancy. CLD Recruitment (Leeds) Ltd is an Equal Opportunities employer; we welcome applicants from all backgrounds.

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