Senior Team Manager

7 days ago


Dingwall, Highland, United Kingdom Brook Street UK Full time

Job Title: Senior Team Manager

Company Overview

Brook Street UK is a dynamic and rapidly growing call centre business, committed to delivering exceptional customer service and fostering a supportive, team-oriented environment. With a focus on continuous improvement and innovation, we are looking for an experienced leader to join our leadership team.

Salary and Benefits

We offer a competitive salary of £40,000 - £50,000 per annum, plus benefits including comprehensive training and development opportunities, health and wellness benefits, and free car parking.

Job Description

As a Call Centre Team Leader, you will be responsible for leading and managing a team of up to ten customer service agents, ensuring they deliver high-quality service while achieving both individual and team performance goals. You will play a crucial role in motivating your team, providing ongoing training, and driving a culture of continuous improvement.

Main Responsibilities:
  • Lead, coach, and develop a team of call centre agents, providing regular feedback and support.
  • Monitor team performance against KPIs, ensuring targets are met and exceeded.
  • Conduct one-on-one meetings and performance reviews, identifying areas for improvement and implementing action plans.
  • Handle escalated customer inquiries with professionalism and efficiency.
  • Foster a positive, motivating team environment, encouraging collaboration and high morale.
  • Ensure adherence to call centre processes, policies, and quality standards.
  • Analyze performance data to identify trends and implement improvements.
  • Assist with the recruitment and onboarding of new team members as needed.


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