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Team Lead

2 months ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom MTrec Commercial Full time
Job Title: Team Lead

We are seeking a motivated and attentive Team Lead to join our team at MTrec Commercial. As a Team Lead, you will play a key role in supporting our new, market leading client, who is seeking to employ a motivated and attentive Team Leader who is fluent in either Swedish, Norwegian or Danish, to start a new position soon.



Key Responsibilities:


  • Evaluate previous days/weeks/months performance reports and make decisions for the day ahead based on them.
  • Become an ambassador for the client and lead by example, demonstrate values, actively encourage best practice and support the company in changes to policies and procedures.
  • Actively develop your advisors through monthly 1-2-1s, quarterly reviews and personal development plans.
  • Identify your top performers and reward/recognize them for their achievements in line with group recognition schemes.
  • Hold meetings with your peer group as required to make real time adjustments based on the days performance throughout the shift.
  • Submit relevant reports to the Assistant Call Centre Manager (ACCM) for review.
  • You will positively and proactively address all types of performance, attendance and other KPIs.


The role will be working Monday to Friday, though in the future you may need to work 5 days out of 7. Native or Professional level in either Swedish, Norwegian or Danish and English is essential. Proven people management skills with the ability to lead and motivate a team and act as a role model.



Experience of working in a contact centre environment and experience of working with salesforce and working with MS teams. Performance and Quality management experience. Self-motivated, flexible and able to adapt to changing circumstances. Good time management and organizational skills.