Call Centre Team Leader

2 days ago

Seaham, 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

Schedule:

- Monday to Friday
- Weekend availability

**Experience**:

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

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