Call Centre Team Leader

3 weeks ago

Kingston upon Hull, United Kingdom Payments Recruitment Limited Full time

**Call Centre Team Leader**

Hull, HU1 3JZ

£30-40k basic + excellent bonus & incentives

Our client is a fast paced, high growth call centre business who work on various B2B campaigns for clients across the UK. We are now hiring for a sales focused, commercially aware call centre Team Leaders to manage teams of up to 15 telesales staff, & lead our growing sales team to further success.

As the Team Leader, you will take overall responsibility for delivering team targets, working closely with the senior leadership team and your managers. You’ll be responsible for ensuring that all customer contact is in line with company standards, and your team remain happy, motivated, and delivering for the business. You’ll be responsible for meeting internal targets as well as planning areas of improvement or development, hiring new people to build on our success as required.

**Key Responsibilities and accountabilities**:

- Inspire, Mentor & Coach colleagues to maximise sales and push boundaries
- Adhere to all internal and customer policies as applicable
- Responsible for management of resource requirements, recruitment, and training of personnel as necessary, working with your colleagues and deputies to ensure a happy, motivated team
- Regularly monitor current work position to make appropriate management decisions to ensure SLA’s are met
- Communicate the performance development process for your team members, agreeing objectives, providing regular progress feedback
- As a Team Leader, be the first point of contact for supporting the resolution people issues of any type which arise on your team.
- Manage attendance and timekeeping ensuring any discrepancy is either escalated to you or addressed by your direct reports. Ensure relevant HR policies and procedures are adhered to where applicable
- Conduct regular staff reviews to feedback on performance and behaviours, recognising and rewarding individuals where appropriate

**More about you**:

- Experience of working in a targeted call centre-based sales role, at team leader or supervisory level
- Genuine passion for driving sales performance
- Experience of achieving KPI’s with ability to work well under pressure
- Ability to effectively prioritise, plan and organise workload
- Ability to resolve customer issues in a professional and empathetic manner
- Strong attention to detail & sound interpersonal and rapport building skills
- Self-motivated with a high level of initiative
- Excellent communication, engagement, and development of people skills
- Ability to engage, in a meaningful way, with senior management
- Results driven with strong business acumen and understanding of operations
- Proven track record of effective resource and performance management
- Exceptional attention to detail and organisational skills, with problem-solving skills

**Salary**: £30,000.00-£40,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Flexitime
- Life insurance
- Private dental insurance
- Private medical insurance
- Sick pay

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Commission pay

Ability to commute/relocate:

- Kingston upon Hull, HU1 3JZ: reliably commute or plan to relocate before starting work (required)

**Experience**:

- call centre: 3 years (required)

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