Call Centre Team Leader

6 days ago

Stockport, Stockport, United Kingdom Edward Mellor Estate Agents Full time £42,000 per year

CALL CENTRE TEAM LEADER

Our customers now have a greater choice of estate agents than ever before, yet their choice of estate agent has never been more important.

If you've an experienced phone engagement background, you'll understand the difficulties faced in your role and finding the right balance between dealing with the volume of traffic and the quality of conversation to ensure the best outcome for the customer.

You will have experience of working in a fast-paced environment, where good call handling is crucial to customer experience. Previous experience of working in a call centre environment is highly advantageous or experience in coaching and mentoring staff.

Based at our head office in Stockport working Monday to Friday and, forms part of our exciting specialist teams, working both centrally and across our branch network.

Key Responsibilities

  • Lead, coach, and motivate specific members of our sales team, to achieve individual and team performance targets.
  • Conduct regular call listening sessions and provide structured feedback to improve communication, negotiation, and sales skills.
  • Monitor call volumes and incoming call traffic, ensuring are being productive during their working day.
  • Review and analyse performance metrics, ensuring KPIs and service levels are consistently met.
  • Verify conversations are reflected within our CRM.
  • Deliver ongoing, coaching, and performance reviews to support team development.
  • Identify areas for improvement and implement action plans to enhance customer experience and conversion rates.
  • Ensure compliance with company policies, industry regulations, and data protection standards.
  • Prepare reports and updates for senior management on team performance, call activity, trends, and development needs.
  • Support onboarding, and training of new staff members as required.

Skills & Experience Required

  • A background in performance management, coaching, and staff development.
  • Excellent communication, motivational, and interpersonal skills.
  • Analytical mindset with the ability to interpret performance data and act decisively.
  • Full UK clean driving licence with a car/access to a car for business use is essential driving licence and willingness to travel regularly to our branch locations
  • Hours of work are from 9am-5:30pm Monday to Thursday, 9am-5pm Friday, managing Saturday shift patterns.
  • Team Management within a busy contact centre environment, with a team of inbound and outbound customer service advisers.
  • Ensure the team's calls and back office processes are handled to the required qualities, by analysing calls both remotely and side by side, providing ongoing feedback.
  • Strong planning and organisational skills with detailed day to day resource planning for the team.
  • Regularly reviews in monitoring live call statistics to ensure that service levels are achieved on a consistent basis and delivery of the customer experience.
  • Achieve targets relating to queue management, lead qualification, lead conversion and the Estates sales performance.
  • Excellent verbal and written communication skills with a proven ability to listen, understand and inspire.

  • Proven ability to build, develop and maintain good relationships delivering best in class customer service to both external and internal stakeholders.

  • In return we offer:

  • A competitive salary, OTE £40k+ based on experienced and knowledge
  • Mon to Thurs 9am – 5:30pm Friday 9am – 5:00pm
  • Staff discounts on our services
  • Company Pension after qualifying period
  • 30 days holiday including Bank Holidays.

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