Senior Team Manager
7 days ago
Job Title: Senior Team Manager
Company OverviewBrook 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 BenefitsWe 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 DescriptionAs 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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