Contact Centre Team Lead

2 weeks ago

Droitwich, United Kingdom Pertemps Worcester Full time

A local furniture company based in Droitwich are searching for a Contact Centre Team Leader to join their team on a permanent basis working Monday to Friday between 9:00am-19:00 and 1 in 3 Saturdays 9.30-16:00. The role will be dual sited based between Head Office in Droitwich and Contact Centre in Dudley. The company themselves have been in their particular industry for over 20 years. The role involves assisting the Contact Centre Manager in regard to the day-to-day duties of running a successful contact centre. Ensuring all relevant coaching and support is given, ensuring the departmental procedures are adhered to in with regards to bookingand reviewing appointments via telephone enquiries with customers and Product Specialist. This is an excellent opportunity for the right person to make a positive impact to the business. **The day to day responsibilities of a Contact Centre Team Leader 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, unless the appointment is able to be "self-confirmed". - Deal with unconverted leads as appropriate - "Cold", "Forward Plan" etc using the computer system. - Contact "Call to Rearrange Appointments" - CTRAs - expediently to rebook appointment. - Diarise "Call to Rearrange Appointments" - CTRAs - that require forward planning, checking them on a daily basis and keeping comments up to date - 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 **The requirements for a Contact Centre Team Leader will be**: - 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 - Have a clean valid UK driving license The role of a Contact Centre Team Leader is working on a permanent basic being paid £26,000 basic with a bonus structure making the OTE £31,400.

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