Call Centre Team Leader

**Call Centre Team Leader**

**Salary £26,000 basic plus bonus**

**Monday - Friday (Office Hours)**

Working in a fast-paced, dynamic and challenging environment, you will be responsible for the performance, learning and development of circa. 15 employees. You will be committed to pushing yourself outside of your own comfort zone, and encouraging others to do so, too. You will call out things in the moment to ensure we are all working toward successful KPI delivery, demonstrating a proactive rather than reactive management style.

**Role purpose**:
As a Team Leader, you will lead, develop, motivate, organise and direct a team to deliver customer and operational objectives. You will build effective capability in the team to ensure delivery of the Contact Centre KPIs whilst continually maintaining all quality, regulatory and procedural standards.

**Key responsibilities**:

- Lead, develop, coach and motivate colleagues as People with Purpose to ensure they are aware of and capable of delivering their responsibilities and to ensure the creation and maintenance of a high-performance culture and a Customer First ethos focused on delivering to customer needs.
- Plan, organise, oversee and monitor team activities against KPIs, standards and service levels, agreeing and taking actions to improve capability and performance, so that the team achieves its maximum potential.
- Develop a team of people to their full potential, ensuring that they have clear and achievable objectives linked to a personal development plan.
- Lead the rapid identification, analysis, resolution and implementation of operational problems to ensure the minimum interruption to the customer and maximisation of operational revenue.
- Participate in, or lead as appropriate, projects, ensuring responsibilities as part of the project team are delivered to plan.
- Provide support as required to other teams and Team Leaders to facilitate the effective delivery of operational activities and the swift resolution of problems and issues.
- Maintain knowledge of client processes and procedures,
- Embed a culture focused on the quality of customer experience/delivery.
- Demonstrate an understanding of the cost per call model and ensure activities and interactions are linked to achieving its full potential.
- Carry out all required people management activities, including effectively implementing performance management processes to enable colleagues to maximise their performance and address individual performance issues to ensure the smooth functioning of the team/operations.

**Knowledge, skills and experience required**:

- Proven capability of leading, developing and motivating an operational team within a contact centre environment
- Ability to deliver results through coaching and development
- Ability to work in a highly challenging environment whilst maintaining the customer at the forefront of all activities
- Knowledge of industry developments in contact centre operations and effective people/performance management techniques
- Excellent presentation skills.
- Track record of improving customer and colleague experiences.
- Good stakeholder management skills - can communicate with all levels across the organisation.
- Good planning and organisation skills.
- Flexible and agile to meet changing customer and business demands

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

**Salary**: £26,000.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- On-site parking
- Referral programme
- Sick pay
- Store discount
- Wellness programme

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

Pay: £26,000.00-£30,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Free parking
- Gym membership
- On-site parking
- Referral programme
- Sick pay
- Store discount
- Wellness programme

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme
- Commission pay
- Loyalty bonus
- Performance bonus
- Yearly bonus

Ability to commute/relocate:

- Warrington: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Retail sales: 1 year (preferred)
- Customer Service: 1 year (preferred)