Contact Centre Team Leader

Contact Centre **Team Leader** role with SmartPA, based in Edinburgh.

Tired of your mundane and repetitive day job? Come and join our ever-growing team at SmartPA where you will be supporting an eclectic range of clients - from corporates to one man bands, you’ll see it all

SmartPA are leading the way towards a new working world, providing invaluable virtual support to all areas of business. Founded in 2008, we are ahead of the curve, expanding globally with recently opened offices in Malaysia and South Africa. As a result, SmartPA are building a team of passionate and business-minded individuals who thrive in a fast paced, dynamic and (most importantly) fun environment.

Our people and culture drive our success. At SmartPA we are committed to fast growth, passionate about people, and absolutely embracing of challenge and change. Hard work is celebrated (often with a glass of bubbly on a Friday), so come join us at our Edinburgh HQ team to see what it’s all about.

To work in SmartPA's call centre within the SmartPA Centre of Excellence (COE) means you are at the forefront of delivering the SmartPA experience to external clients. You are responsible for the integrity of the SmartPA brand globally and creating happy and devoted clients worldwide. SmartPA is an extension of our client’s business, someone they can trust to handle their calls when they are either unavailable or unable to take the call.

Like us, are you passionate about people? Do you excel and have experience in leading a team? If so, we want to hear from you

**Duties and Responsibilities**
- Conduct regular reviews of numerous kinds with the team
- Provide training and feedback for team
- Step into department meetings in Managers absence
- Assist with department reporting
- Assist with setting up and onboarding new clients
- Escalating any issues down the correct channels
- Suggesting smarter ways of working both regarding the day-today tasks in the team, and also with the wider department
- Think of exciting ways to increase team engagement (big international teams)
- To gain an in-depth knowledge of SmartPA's clients and their needs
- Work with the team to answer incoming calls within 3 rings
- Ensure relevant information is extracted from caller is copied down accurately
- Ensure distribution of information is done in a timely manner and sent to the correct person(s)
- Record all calls on the CRM system in an accurate and timely manner
- Ensure telephony inbox is monitored regularly, for real time information
- Ensure to communicate any client requests to the COE Team in a timely manner
- Book and amend appointments using online diary system

**The person**
- Experience in leading a team is essential
- Experience working with KPIs and being comfortable with numbers is essential
- Confidence in speaking to a wide variety of people from different backgrounds and at different professional levels, in person as well as via phone
- Experience and confidence in Microsoft programs e.g. word and excel
- Experience in using a CRM system/ Booking system
- Experience in a call handling environment
- Outstanding communication skills, both on the phone and in written English
- An exceptional telephone manner; confidence in speaking to a variety of people from all backgrounds
- The ability to listen, understand and adapt the telephone manner according to the type of conversation and extract information through appropriate questioning
- Great social skills with a sense of humour; enjoys building rapport with people
- Excellent organisational skills; attention to detail and pride in accuracy
- An enthusiastic, ‘can-do attitude’; no job is too large, or small
- Enjoy a fast-paced environment and work well under pressure
- Experience with MS Office (Particularly Outlook, Word and Excel)

**What's in it for you?**
- 33 days of annual leave
- Tailored training programme
- Reward and Recognition programme
- Opportunity for personal development and progression
- A supportive, vibrant, energetic and fun office culture

Bring what you’ve got to the table, don’t hold back No two days are the same at SmartPA, and you will certainly not be bored. So come join our ever growing and exciting team

Work remotely
- No

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Sick pay
- Wellness programme

Schedule:

- Monday to Friday

Work Location: One location