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Location

Sheffield | United Kingdom

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Job description

At CC33 we have ambition to be the UK’s leading Technology led Contact Centric Services provider, and employer of choice in Sheffield, and our fantastic team is at the heart of this ambition. Ensuring we have the right benefits in place, the best development opportunities and an environment that supports our teams means that they can focus on giving our clients the very best performance. To make this happen we need inspiring and motivating leadership, and this is where you come in!

We are looking for passionate, authentic and energetic Team Leaders with a drive for performance to lead their team in a fast paced outsource contact centre space. This is a challenging, continuously changing and expanding environment; if this sounds like you then read on…

You will be responsible for the meeting and exceeding the delivery of internal and external customer targets for your team of advisors. You will naturally be committed to delivering a great client contact experience through a variety of customer contact channels.

As Team Leader you will provide leadership and direction for a team of passionate people, all dependant on the client and campaign type. You will be used to delivering through others, and will manage this delivery. You will require extensive operational and leadership experience in a Sales or Service contact centre setting. Your focus on delivering high performance from your team will be driven around your tried and tested people and engagement strategies.

You will deliver exceptional service for our demanding clients, all in a professional and compliant way, ensuring that all client and internal metrics are met and exceeded!

Key Responsibilities:

• Reporting to the Operations Manager, the role includes responsibility for the operational delivery of external and CC33 targets.
• Manage and lead the day-to-day performance of the team to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.
• Set the strategy for the development of the team, inspiring and leading them to success.
• Analytical excellence with the ability to drive action from insight quickly and confidently.
• Lead, inspire and co-ordinate your team at all levels to create motivated and engaged colleagues.
• Be responsible for the end-to-end customer contact processes and customer experience, supporting cross company initiatives to improve productivity, performance, quality and compliance
• Responsible for the engagement, attendance, employee retention and coaching strategy across the department.
• Work closely with Recruitment, HR, and Training delivery teams taking responsibility for the ongoing development of the team.
• Applying best practice, developing continuous improvement plans and make recommendations based upon insight gained from your teams, customers and clients.
• Act as the Voice of the Customer, championing change and continuous improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
• Deliver cost efficiencies and increases in NPS Scores.
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

Location:

You will be based at our offices located on  Ecclesall Road, Sheffield (S11) .  Our offices are a short walk from the city-centre with excellent transport links from surrounding areas, with free private on-site parking.

Salary & Bonus:

This role has a basic salary of £21 - £26k  (depending on experience)per annum.

We also offer a competitive bonus scheme based on your team achieving key KPI’s with an OTE of £30k

Working hours:

You will be contracted to 40 hours per week between the hours of 8am & 8pm, Monday to Friday. The successful candidate must be fully flexible between these hours.

Weekend work may be offered as additional overtime.

What are we looking for?

• Proven experience of leading a sale focused team with experience of managing an operation through periods of significant growth or change.
• At least 2 years proven experience of inspiring, motivating and leading others in a contact centre sales or service environment.
• Excellent communication and leadership skills to lead and motivate a growing and changing service operation.
• Ability to demonstrate a professional attitude and approach, showing strong leadership, initiative, and clear communication, by example.
• Proven experience in stakeholder management at all levels - internally and client facing.
• A passion for high performance achieved through creating a supported and empowered ethos. Where thank you’s are easy and you celebrate success.

Why choose CC33?

• You will have a chance to earn lucrative bonus as well as a range of incentives
• We like to recognise and reward our people for their hard work and dedication across teams and sites
• We have teamed up with a great employee assistance programme available to all staff
• You will be a part of a lively, engaging and fun environment
• We have a supportive and encouraging environment to help you thrive in your role
• Additional lifestyle benefits are offered to all of our CC33 family, including; (CC33 Mobile) a free mobile sim only package, free Sky TV and a free gym & leisure package.
• Free breakfast club available for all staff
• We offer 28 days holiday (including bank holidays)

Our People Promises are the foundation of all our interactions with colleagues, customers, and clients.

• What we achieve together, is what we are most proud of
• We trust each other, and we own it
• Thank yous are easy when we support each other
• We listen and always do the right thing
• We are always clear why

Our learning and growth comes from working better together as a supportive team, enhanced by our diverse backgrounds and perspectives. Our diversity helps deliver the best possible outcomes for our people, our clients, and our business. We are committed to diverse representation at all levels of our organisation

CC33 FS Limited (FRN: 746744) is an appointed representative of Richdale Brokers and Financial Services Ltd which is authorised and regulated by the Financial Conduct Authority. In this capacity we are permitted to act as a credit-broker (not a lender) and to arrange and administer non-investment insurance contracts. CC33 FS Limited is a company registered in England and Wales (Company Number 08665811) with its registered office at The Portergate, 257 Ecclesall Road, Sheffield, S11 8NX.

Our commitment to industry leading communication and management begins with energetic and passionate people.

Get in Touch

CC33 FS Limited,
The Portergate, 257 Ecclesall Road,
Sheffield, S11 8NX
United Kingdom

Connect 0114 399 0087
[email protected] Follow us
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