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Call Centre Team Leader

4 months ago

StokeonTrent, United Kingdom XPERT RECRUITMENT SOLUTIONS LIMITED Full time

**Interviewing Now We are looking for a talented, inspirational experienced Call Centre Customer Service Team Leader or Call Centre Customer Service Team Senior to help support our successful customer service team based in Stoke.**

**As a Team Leader, you will lead by example when it comes to delivering outstanding service and you will do this by providing a fantastic environment for the team to work in, supporting them through coaching conversations, and delivering a great customerexperience.**

The Team Leader will monitor and develop performance of individual team members, translate senior management direction into operational success and manage the work flow of the team on a shift by shift basis, designating daily tasks whilst adjusting taskallocation according to demand.

**Key Responsibilities**
- Supporting, coaching and managing the team day to day in order to exceed set targets through live monitoring, 1:1, and personal development plans.
- Development and motivation of colleagues in line inside our training framework.
- Production of daily/monthly figures for operational management.
- Achieving key team target KPI’s including quality assurance measures
- Deal with escalated queries and seeking to resolve these quickly and with the best resolution possible for all parties
- Actively manage, coach and provide development plans for all team members, resolving performance issues promptly and provide motivation that encourages all team members to deliver to their full potential.

**Required Experience**
- Experience operating as a call centre team leader
- Knowledge of Claims or Insurance industry advantageous
- Proven ability to develop a team of customer service advisors
- A practical "hands on approach" to management
- Experience & passion in managing a dynamic customer service team

**This is an excellent opportunity to join a thriving business & make a real difference Ideal for an experienced call centre team leader who wants to deliver a more personal service to customers and develop a team of advisors to be the "Best they canbe