Call Centre Team Leader

5 months ago


Dudley, United Kingdom GMP Recruitment Ltd Full time

GMP Recruitment are proud to be partnered with a market leading organisation that support vulnerable and elderly individuals with mobility issues.

We are supporting their recruitment for an experienced Call Centre Team Leader to join their team on a full time, permanent contract. This position is based in Dudley with traveling in Droitwich on occasions and working from home.

This position is working 35 hours a week Monday - Friday 09:00am - 17:00pm and 11:00am - 19:00pm rotating, **plus 2 weekend days per month** with a day off in the week, with a competitive basic salary of 26,000 plus OTE £31,400 and excellent company benefits.

Call Centre Team Leader main duties:

- Motivate and manage staff to achieve set targets.
- Manage and co-ordinate the activities of the department.
- Maintain the general discipline within the department.
- Monitor managers’ appointment availability, bringing leads forward in the call schedule if necessary.
- Deal with any disciplinary or grievance issues that may arise with guidance and support from HR.
- Interview and recruit new members of staff.
- Maintain all aspects of the call centre telephone system.
- Train new and develop existing members of staff
- Monitor calls to ensure that company procedures are adhered to; ensure consistency of service and identify any training needs.
- Aid Contact Centre Executives in respect of the computer system and company procedures.
- Liaise with managers or agents in regard to appointment or customer queries.
- Organise the rota for weekend working, ensuring that there is adequate cover.

Call Centre Team Leader desired skills and experience:

- Experience running a successful Contact Centre Department
- Ability to lead, mentor and motivate the team to achieve set targets
- Previous coaching experience to ensure procedures are adhered to in with regards to booking and reviewing appointments via with customers and Product Specialist
- Experience of analysis of performance data and taking any necessary action as required
- Effective communicator, with the proven ability to demonstrate empathy and integrity at all
- Proven experience of managing, training and developing staff
- Proven experience of providing staff with regular feedback on performance

If the above role sounds perfect for you, or you require more information, please click apply.

GMP Recruitment are recruiting for this role on behalf of their client and are acting as an Employment Agency.

**Job Types**: Full-time, Permanent

**Salary**: £31,400.00 per year

**Benefits**:

- Casual dress
- Company pension
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Sick pay

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Commission pay

**Experience**:

- Call Centre Manager: 3 years (required)
- Customer Service: 3 years (required)

Work Location: In person

Reference ID: J1464



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