Call Centre Team Leader

4 months ago


Swansea, United Kingdom Abobatoo Life Limited Full time

**Abobatoo Life Limited is looking for a Call Centre Team Leader**

Are you an experienced team leader with a passion for delivering exceptional customer service and sales?

Are you adept at supervising and motivating teams in a fast-paced call centre environment?

If you have answered yes to these, we have the PERFECT opportunity for you.

**Company Profile and Job Description**

Assist-U [a trading style of Abobatoo] provides emergency vehicle recovery services and breakdown assistance across the UK. We are seeking a highly skilled and motivated **Call Centre Team Leader **to oversee our dynamic and fast-growing team to drive performance to new heights.

**Key Responsibilities Include**:

- Lead and supervise a team of call centre agents, providing guidance, support, feedback and coaching to enhance overall team performance to achieve targets.
- Monitor call centre metrics, including call volume, dialler performance, average handling time, first call resolution and customer satisfaction.
- Take necessary action to meet and exceed all KPIs
- Ensure adherence to company policies, procedures, and quality standards.
- Collaborate with external and internal teams to ensure prompt and effective resolution to customer automotive or replacement key issues.
- Collaborate with other departments to address customer escalations, resolve complex issues, and implement continuous improvements initiatives.
- Handle inbound customer calls professionally and efficiently.
- Provide exceptional customer service by addressing inquiries in a timely manner, resolving issues and providing appropriate solutions.

**Requirements**:

- Proven experience in a leadership role in a fast-paced call centre.
- Strong leadership and people management skills.
- Must have the ability to motivate, inspire and develop teams.
- Excellent communication and interpersonal skills, with the ability to interact effectively at all levels.
- Professional phone etiquette
- Strong organisational skills
- Demonstrated knowledge of call centre operations, including call handling techniques, customer service strategies, sales techniques and quality management
- Ability to adapt to changing priorities, handle multiple tasks simultaneously and meet deadlines in a fast-paced environment.
- Familiarity with call centre diallers, software and CRM systems is essential.
- A commitment to delivering exceptional customer service and fostering a positive work culture of sales through service.
- Flexibility to work various shifts [as stated below] including early mornings, evenings, weekends, and bank holidays.

**Working Hours and salary**

We offer a competitive salary, ranging from £25,000 - £30,000 depending on experience, with a competitive bonus structure.

We have various shifts patterns available Monday - Sunday; examples are:

- 7:00am - 3:30pm
- 9am - 5:30pm
- 11:30am - 8pm

You will be expected to work five days over seven.

**Benefits**
- Competitive salary and opportunities to earn generous performance related bonus.
- Comprehensive training and ongoing support
- Friendly and collaborative work environment
- Free onsite parking
- 23 days holiday allowance, plus bank holidays.

If you are a dynamic and results-orientated professional seeking a challenging role where you can make a significant impact, we would love to hear from you

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

**Salary**: £25,000.00-£30,000.00 per year

**Benefits**:

- Additional leave
- Free parking
- On-site parking

Schedule:

- 8 hour shift
- Day shift
- Overtime
- Weekend availability

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Swansea: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Supervising: 1 year (preferred)
- Customer Service: 1 year (preferred)

Work Location: In person

Reference ID: AUKA/TL001



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