Contact Centre Team Leader

2 weeks ago

Bicester, United Kingdom Fresh Direct Full time

Company Description

**Job Description**:
**Contact Centre Team Leader**

**£26,000 per annum - Excellent career development, discounted products and services and much more**

We are currently recruiting a for a **Contact Centre Team Leader** to join the Customer Support Team in Fresh Direct Bicester Contact Centre.

As a Fresh Direct Team Leader, The role will be responsible for leading and motivating a team of up to 15 Customer Service Advisors. The Team Leader is directly accountable for the recruitment, selection, ongoing performance, and development of their team, leading a culture of empowerment where every service opportunity is realised. The Team Leader is the key communication link between advisors and the wider business, ensuring effective proactive communication across their team. We will provide you with all the training and support that you need, and you will be a valuable member of the Team, contributing to the success of our business whilst working with a great team of people and having fun along the way

After successful completion of your probation there is a potential for this role to be Hybrid

**Typical responsibilities include**:

- Responsible for the direct management and motivation of between 12 - 15 customer support advisors, ensuring each individual is fully developed to their maximum potential.
- Support the Operations Manager in delivering the strategic plan for the department, this may include participation in projects as required by the business.
- Support and identify opportunities to improve revenue and customer experience.
- Energise team to fully participate in incentives and process improvements, ensuring they understand clear goals.
- The role will be a mixture of coaching, advisory, co-ordinating and delivering.
- To be successful post holder will be required to explain goals and objectives clearly and deliver important messages to teams.
- KPIs, aligned to our business objectives, will be set for each Team Leader depending on roles (Sales, Care or Account Mgt) incorporating sales, service, cost, employee engagement, customer satisfaction dimensions.

**You**:

- Experience at Team Leader or supervisor level, ideally in a contact centre environment managing a customer support-based team.
- Results Orientated - Confident, self-motivated and positive attitude with strong commercial awareness
- Outstanding planning and organisational skills, with an ability to work under pressure and prioritise in a deadline driven environment
- An ability to build and maintain good working relationships at all levels
- Leads, inspires and promotes confidence within a Team
- Above all you will be on a mission to deliver the best solution and best experience to your customers - both internal and external.

**What you will get;**
- A competitive salary
- Huge discount on all sorts of lovely food and award-winning products
- Generous holiday allowance, with option to purchase more
- Recognition awards and Incentives
- Pension
- Real career opportunities - being part of Sysco, the world’s leading foodservice business, opens up a world of possibility
- And much more.

**Qualifications**:
Additional Information

All your information will be kept confidential according to EEO guidelines.

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