Team Leader

7 days ago

Dingwall, United Kingdom Brook Street Full time

Team Leader

Location: Dingwall
Salary: Competitive, plus benefits
Job Type: Full-time, Permanent

Brook Street are recruiting for a dynamic and rapidly growing call centre business, committed to delivering exceptional customer service and fostering a supportive, team-oriented environment. As they continue to expand, they are looking for a skilled and motivated Team Leader to join their leadership team and help drive their success.

The Role:
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.

Key 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.Requirements:

Proven experience in a team leader or supervisor role within a call centre/commercial enviroment.
Strong leadership and people management skills, with the ability to motivate and inspire a team.
Excellent communication, interpersonal, and problem-solving abilities.
A results-driven mindset with a focus on achieving goals and improving team performance.
Ability to handle high-pressure situations while maintaining a calm and professional demeanor.
Strong organizational skills and attention to detail.Benefits:

Competitive salary and performance-based incentives.
Comprehensive training and development opportunities.
Health and wellness benefits.
Free car parking
Opportunities for career progression in a growing business.If you are an experienced leader with a passion for customer service and team development, we want to hear from you Apply today to join a vibrant team and help them continue to deliver outstanding results.

Brook Street NMR is acting as an Employment Agency in relation to this vacancy

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