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Contact Centre Team Leader
2 weeks ago
**Contact Centre Team Leader**
- **£26,000pa (OTE £29,000pa)**:
- **Based in Harrogate**:
- **Monthly Bonus Structure**:
- **Company Benefits**
**OUR CLIENT**
Our client is a multi-disciplined outsourced provider of outbound sales services to the automotive industry. The company has strong roots within its marketplace and has achieved its vision of organic growth since its conception. Importantly, it is a companythat is committed to the long-term development of its employees, not just through strong and fair leadership, but also through excellent onboarding and ongoing training/support.
What’s impressive and unique about our client is that when setting targets for new business it is done intelligently, and according to the individual team members ability and past performance, making it so you and the company can ensure ongoing success.We are now looking for a Contact Centre Team Leader to join our client and drive the ongoing success of the team even further.
**THE OPPORTUNITY**
This opportunity will require the Contact Centre Team Leader to work alongside the Business Centre Manager to ensure the Contact Centre Team are achieving successful results and exceeding KPI’s. It is essential for the Team Leader to lead by example, contributingtheir own efforts to the ongoing success of the team. You will be required to make outbound calls alongside the rest of the team, generating new business and assist the growth of the team, ensuring that the team are well-trained to work cohesively.
**Your Key Responsibilities will Include**:
- Recruiting, inducting, and training the Contact Centre Executives, to ensure that all new starters are trained to the highest standards of the team and supported throughout their probationary period.
- Providing on-going coaching and motivating the team, to ensure that the executives are achieving or exceeding their KPI’s.
- Ensuring that targets are clearly set, motivating the team to hit the required activity.
- Lead the team by example; making outbound calls to prospecting customers, identifying new opportunities, and understanding the customers needs.
- Direct potential prospects to the field sales team, organising the diary efficiently.
- Work alongside the Business Support Team to ensure that each Executive understands and follows the correct process to update the CRM system, ensuring that all data is accurately logged.
- Ensure that all new starters follow the company handbook; annually complete the Specialist Automotive Finance (SAF) test and additional Proficiency Solutions modules, in order to work at the highest standards of the team.
- Monitoring calls, carrying out relevant performance reviews to improve the quality of the team and minimise errors.
- Perform weekly 1-2-1 reviews with each Executive to highlight their current successes and any areas to improve performance, ensuring that they are motivated to exceed daily targets.
- Work closely with the Business Centre Manager to provide them with an accurate number of weekly leads the team have generated.
**Skills and Requirements**
- Enthusiastic and motivated to drive the team onto further success.
- Ability to follow specific processes and provide detailed feedback to team members.
- Attention to detail, ensuring that you and the team work cooperatively, minimising potential errors.
- Strong communication skills to ensure that instructions and training is clearly outlined to team members.
- Have a genuine understanding of the requirements of the team members, to develop team morale, ensuring that everyone works to the highest standards.
