Contact Centre Team Leader

2 weeks ago


Droitwich, United Kingdom Page Personnel Secretarial & Business Support Full time

As a Contact Centre Team Leader you will contribute to the day-to-day duties of running a successful contact centre. You will ensure all coaching and support is given ensuring excellent customer service is delivered.

**Client Details**

My client is a leading mobility solutions company based in Worcestershire. Through their excellent customer service and quality of their products they're able to make a difference to people's lives.

**Description**

As a Contact Centre Team Leader you will:

- Motivate staff to achieve team targets/ organise monthly incentives
- Assist with the effective provision of outstanding customer service
- Manage processes relating to HR
- Maintaining regular training and development plans for your team
- Review all telephone data and take the relevant actions required with telemarketers
- Conduct weekly and monthly call compliance following a crib sheet
- Assist with/deliver workshops/team meetings
- Review training material and amend when required process policies.
- Where necessary answer incoming calls for any other product lines and convert this call to an appointment,which meets the Company criteria.
- Pass all appointment lead sheets and quotation request sheets to the relevant Sales Coordinator, unless the appointment is able to be "self-confirmed".

**Profile**

A successful Contact Centre Team Leader will demonstrate:

- 12 months experience in a Team Leader role
- 12 months experience in a Contact Centre role (Desirable)
- An eye for detail, driven by customer focus
- Experience of working in a busy, dynamically changing environment
- Effectively plan, prioritise and organise work
- Ability to work under pressure in a dynamic and changing environment
- Creative thinker, generating continuous improvement ideas
- Efficient problem solving skills

**Job Offer**

As a Contact Centre Team Leader you will benefit from:

- Casual dress
- Company events
- Company pension
- Free parking
- On-site parking
- Referral programme
- Wellness programme
- Work from home
- Bonus scheme



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