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Contact Centre Team Lead
2 months ago
Job Summary:
We are seeking a highly skilled and experienced Team Manager to lead our Contact Centre team. As a Team Manager, you will be responsible for managing the performance of a team of Advisors, ensuring they deliver exceptional customer service to our members, and consistently achieving personal and departmental performance numbers in line with operational targets.
Key Responsibilities:
- Manage the performance of a team of Advisors, ensuring they deliver exceptional customer service to our members.
- Implement operational standards in line with RAC values and ensure effective management of colleagues to meet and exceed commercial objectives.
- Consistently achieve personal and departmental performance numbers in line with operational targets.
- Develop and implement effective sales strategies.
- Deliver structured and engaging one-to-one coaching which positively influences the team's sales performance.
- Establish a customer-centric culture within your team and department by treating demands from both new and existing clients well and taking charge of resolving issues at the initial point of contact.
- Ensure that all coaching is documented effectively, and coaching sessions are followed up regularly.
- You will be required to deliver outstanding levels of customer service while achieving sales, productivity, and retention targets.
- Be proactive in offering solutions to enhance procedures that promote the growth and general competency of colleagues.
Requirements:
- Experience of working in a sales results-driven contact centre for a high-profile, fast-paced customer service-focused environment.
- Previous experience of coaching/training within a sales or contact centre environment.
- Experience managing teams to accomplish business performance goals across a wide range of products and KPIs in a multi-functional sales contact centre, both incoming and outbound.
- Proven track record of coaching and developing individuals to drive performance improvements across a range of business and people metrics.
- Proven track record in sales with a focus on results.
- Strong people leadership with the ability to adapt your coaching or management style to individuals to get the best results from your team.
What We Offer:
- Bonus scheme with additional earning potential up to 25% OTE monthly.
- Competitive rewards package.
- A first-class, comprehensive training programme to enhance your skills and behaviours to ensure you become a great advisor
- A fantastic career framework, with solid support and a clear plan, allowing everyone to progress within this ever-growing business.
About Us:
We are a leading provider of roadside assistance and insurance services, committed to developing a culture that is representative of the diverse communities we serve and one which is open, accessible, collaborative, and inclusive. We welcome applicants of all backgrounds and experiences.
