Call Centre Team Leader

2 days ago

Sunderland, United Kingdom ResQ Full time

**_We love working for ResQ, but then we would say that. However, 2000 others love working for us too_**

ResQ are an outsourced contact centre with a difference. We pride ourselves on delivering high quality specialist services as true partners to highly recognised, leading brands in the energy, telecoms, digital and media sectors.

Our continuing success has been achieved through developing a fantastic culture for our employees, helping them to have fun and develop. We help our Customers achieve their goals and help our ‘remarkable people’ to grow, succeed and be the best they can be.

We are in search of an exceptional **Contact Centre Team Leader** to join our **Seaham** office. You'll need to be driven, thrive in high-intensity environments and most of all, be a people person This team leader role will give you the opportunity to lead by example, motivate and manage a small team and develop your leadership skills.

The Role:

- To manage and support a team of Outbound or Inbound sales agents
- To identify training needs and successful sales performance
- To liaise with QA and Training daily to ensure all needs are met
- To undertake disciplinary investigations where appropriate
- To ensure all legal obligations/compliance requirements are adhered to
- To work with management to accurately forecast and manage program hours
- To minimise agent attrition
- To support management in the daily reporting of program performance to clients
- To actively work to improve performance by coaching and supporting the team
- To ensure all agents are coached weekly, given feedback and appropriate support Conduct regular 1-2-1’s with team members
- To actively lead by example - demonstrating the flexibility and adaptability to support the team by taking calls (in line with business requirements)

Skills and Experience Required:

- The potential to motivate and manage a team
- Previous experience in new business sales is preferred
- Excellent communication skills
- Effective listening skills Polite and courteous telephone manner
- Microsoft Office experience, most importantly Excel, Word and Outlook
- Attention to detail for recording and tracking results
- Organisational skills and ability to work under pressure

We Offer:

- **Career progression** opportunity as the company is undergoing rapid growth
- 20 days holidays + 8 bank holidays + day off for your Birthday
- Great High Street discounts
- Great location

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

Additional pay:

- Bonus scheme
- Performance bonus

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- On-site parking
- Referral programme
- Wellness programmes

Schedule:

- Monday to Friday
- Weekend availability

**Experience**:

- Contact Centre Management: 1 year (required)
- Contact Centre: 1 year (required)

  • Call Centre Agent

    2 hours ago

    Sunderland, United Kingdom Kura Full time

    Job Details: **Call Centre Agent** We work with over 50 of the world’s leading brands across multiple sectors to supercharge their customer service **Salary**: £20,592+ Role details: We are looking for new talent to fill our customer service representative roles in permanent, full-time contracts in our call centre in Sunderland. We have all vacancies...

  • Call Centre Agent

    2 weeks ago

    Sunderland, United Kingdom Kura Full time

    Call Centre Agent We work with over 50 of the world’s leading brands across multiple sectors to supercharge their customer service **Salary**:£20,592+ Role details:We are looking for new talent to fill our customer service representative roles in permanent, full-time contracts in our call centre in Sunderland. We have all vacancies for customer service...

  • Call Centre Agent

    2 weeks ago

    Sunderland, United Kingdom Kura Full time

    Job Details: * Call Centre Agent* We work with over 50 of the world’s leading brands across multiple sectors to supercharge their customer service **Salary**: £20,592+ Role details: We are looking for new talent to fill our customer service representative roles in permanent, full-time contracts in our call centre in Glasgow. We have all vacancies for...

  • Call Centre Agent

    6 days ago

    Sunderland, United Kingdom Kura Full time

    Job Details: * Call Centre Agent* We work with over 50 of the world’s leading brands across multiple sectors to supercharge their customer service **Salary**: £20,592+ Role details: We are looking for new talent to fill our customer service representative roles in permanent, full-time contracts in our call centre in Sunderland. We have all vacancies for...

  • Call Centre Agent

    1 week ago

    Sunderland, United Kingdom Kura Full time

    Job Details: **Call Centre Agent** **Location: Sunderland, UK** We work with over 50 of the world’s leading brands across multiple sectors to supercharge their customer service **Salary**: £20,592+ and then moving to £22,672 1st April in line with The Real Living Wage. Role details: We are looking for new talent to fill our customer service...

  • Call Centre Agent

    2 days ago

    Sunderland, United Kingdom Kura Full time

    Job Details: * Call Centre Agent* We work with over 50 of the world’s leading brands across multiple sectors to supercharge their customer service **Salary**: £20,592+ Role details: We are looking for new talent to fill our customer service representative roles in permanent, full-time contracts in our call centre in Sunderland. We have all vacancies for...

  • Call Centre Agent

    6 days ago

    Sunderland, United Kingdom Kura Full time

    Job Details: **Call Centre Agent** **Location: Sunderland, UK** We work with over 50 of the world’s leading brands across multiple sectors to supercharge their customer service **Salary**:£20,592+ and then moving to £22,672 1st April in line with The Real Living Wage. Role details:We are looking for new talent to fill our customer service...

  • Call Centre Agent

    2 weeks ago

    Sunderland, United Kingdom Kura Full time

    **Call Centre Agent** **Location: Sunderland, UK** We work with over 50 of the world’s leading brands across multiple sectors to supercharge their customer service **Salary** £20,592+ and then moving to £22,672 1st April in line with The Real Living Wage. **Role details** We are looking for new talent to fill our customer service representative...

  • Call Centre Agent

    6 days ago

    Sunderland, United Kingdom Kura Full time

    **Call Centre Agent** **Location: Sunderland, UK** We work with over 50 of the world’s leading brands across multiple sectors to supercharge their customer service **Salary** £20,592+ and then moving to £22,672 1st April in line with The Real Living Wage. **Role details** We are looking for new talent to fill our customer service representative...

  • Call Centre Trainer

    2 weeks ago

    Sunderland, United Kingdom Hunter Selection Full time

    Call Centre Trainer - Sunderland - to £40K plus generous package My client is seeking an experienced Customer Service Trainer to join their team and drive service excellence across the business. The Sunderland call centre has recently opened, and this is a fantastic opportunity for the right Customer Service Trainer to really make their mark at an early...