Contact Centre Team Leader

1 week ago

Dudley, United Kingdom The Best Connection Employment Group Full time

The Best Connection are currently offering an exciting opportunity for a Contact Centre Team Leader to join the growing team in Dudley.

In this role, you will assist the Contact Centre Manager in the day-to-day operations of running a successful contact centre. Your focus will be on providing coaching and support, ensuring adherence to procedures in booking and reviewing appointments via telephone inquiries with customers regarding products.

**Key Duties**
- Motivate staff to achieve team targets and organise monthly incentives.
- Ensure the effective provision of outstanding customer service.
- Manage processes related to HR, including regular training and development plans for your team.
- Review all telephone data, taking relevant actions with telemarketers.
- Conduct weekly and monthly call compliance following a crib sheet.
- Assist with/deliver workshops and team meetings.
- Review and amend training material and process policies when required.
- Answer incoming calls for other product lines when necessary, converting them into appointments meeting company criteria.
- Ensure all company processes and policies are followed by the contact centre executive teams.
- Perform any other duties deemed necessary.

**Working Hours**
- Full-time hours: 09:00 - 17:00 / 11:00 - 19:00 (Weekly Rotating).
- Two weekend days per month required.
- Responsibility for a team of office workers (3 days /week) and hybrid workers (2 days/week).
- 3 days office based and 2 days hybrid with possible travel to the head office in Droitwich.

**Salary**
- £26,000 basic salary with OTE £31,400.

**Benefits & Requirements**:

- Hourly rate as above (not age dependent)
- 28 days Paid Annual Leave pro-rata for PAYE (inclusive of statutory holiday)

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