Contact Centre Team Leader

2 weeks ago

Dudley, United Kingdom Pertemps Black Country Perms Full time

We are looking to recruit a Contact Team Leader to join an established company who are looking to grow their team.
The hours are between 9am-7pm, working 1 in 3 Saturdays 9.30-4pm.
Our client is a well-established Company, providing innovative solutions that really do make a difference to people's lives. The quality of our products and the high level of customer service provided make the Company a leader in its field.
The role of the Contact Centre Team Leader is an exciting opportunity as we are looking for this person to help us drive the company forward.
The role involves assisting the Contact Centre Manager in regards to the day-to-day duties of running a successful contact centre.
The main duties will be:

- Motivate staff to achieve team targets/ organise monthly incentives
- Assist with the effective provision of outstanding customer service
- Manage processes relating to HR
- Maintaining regular training and development plans for your team
- Review all telephone data and take the relevant actions required with telemarketers
- Conduct weekly and monthly call compliance following a crib sheet
- Assist with/deliver workshops/team meetings
- Review training material and amend when required process policies.
- Where necessary answer incoming calls for any other product lines and convert this call to an appointment, which meets the Company criteria.
- Pass all appointment lead sheets and quotation request sheets to the relevant Sales Coordinator.
- Any other duties as deemed necessary
- You may be required to travel to our sister contact centre based in Droitwich on an ad-hoc basis when necessary

Key Requirements-To have experience in a similar role is essential
- Proficient user of Microsoft Office (Word, Excel, Outlook)
- Excellent customer service skills
- Excellent written, numerical and verbal communication skills.
- High level of attention to detail
- Resilient with the ability to work well in a pressurised environment and to fast time demands
- A positive and solutions focused individual capable of using their own initiative
Working Hours
Shift work between 9am-7pm, working 1 in 3 Saturdays 9.30-4pm.

**Benefits**:
28 days Holiday per year. Additional days awarded on length of service.
Home working opportunities

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