Contact Centre Team Leader

Job Details

Role: Call Centre Team Leader

Location: Wythenshawe (office based)

Term: Full Time, Permanent

Contract: 40 hours per week Mon-Sun rotating shifts

Hours: 8am-4pm / 10am-6pm / 12pm-8pm (rotating weekly shifts)

1 in 4 weekends.

Salary: £30,000-£33,000 DOE + benefits.

Ideal Candidate

The ideal candidate will be someone who can inspire and motivate a team of contact centre professionals supporting ambition and building on motivation. The ability to identify training needs to improve performance and most importantly to have a solid understanding of contact centre methodologies which you can draw on to coach and develop your team.

This will be a role that delivers growth through improved skills and behaviours of the team.

Responsibilities

• Build and deliver success plans for the team
• Evaluate performance throughout the shift and current period to identify improvements and develop/deliver plans to achieve all objectives and KPI’s
• Continually assess the skill levels of the team, implementing remedial plans to enable success
• Support personal development planning
• Inspire teams with creative engagement and effective use of leadership tools to influence performance and create a high energy and motivated work environment
• Individual coaching sessions for excellence
• Identify and address barriers to success with individuals and the collective team
• Collate and track analysis of effectiveness, customer experience and skill levels. Present back tracking to plan, further initiatives to achieve.
• Contribute to operational action plans and initiatives including process and system improvements
• Articulate in providing reporting and analysis of the teams performance
• Effective management of competencies for both self and the team
• Deliver a fantastic customer experience through all interactions from self and the team

Experience Required

• Evidence leading a contact centre team to success
• Experience of delivering against against metrics
• Experience of positively influencing growth and improvement with individuals
• Experience of different sales and coaching methodology
• Attention to detail
• Proven track record of analytical and reporting skills
• Excellent time and task management

#J-18808-Ljbffr…