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Location

Droitwich, Worcestershire | United Kingdom

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Job description

Job title: Contact Centre Team Leader
Location: Brierley Hill
Salary: £26,000 per annum OTE £31,400
Hours: Monday to Friday rotating shifts as follows:

Full-time hours: 09:00 - 17:00 / 11:00 - 19:00 (Weekly Rotating).
Two weekend days per month required. Saturday hours are 08:30am - 16.30pm and Sunday hours are 09:00am - 14:00pm.
Shared responsibility for a team of home workers with travel to another office location in the Droitwich area for 3 days every other week (subject to change based on business needs).08:00am - 16:00pm

As a Contact Centre Team Leader, you will play a pivotal role in leading and motivating the customer service representatives to deliver outstanding service to customers. The successful candidate will be responsible for overseeing daily operations, ensuring team performance targets are met, and fostering a positive and collaborative work environment.

Day to Day duties will include the following:

Motivate staff to achieve team targets and organize monthly incentives.
Ensure the effective provision of outstanding customer service.
Manage processes related to HR, including regular training and development plans for your team.
Review all telephone data, taking relevant actions with telemarketers.
Conduct weekly and monthly call compliance following a crib sheet.
Assist with/deliver workshops and team meetings.
Review and amend training material and process policies when required.
Answer incoming calls for other product lines when necessary, converting them into appointments meeting company criteria.
Ensure all company processes and policies are followed by the contact centre executive teams.
Perform any other duties deemed necessary.

Experience:

Proven experience in Sales background, ideally in Contact Centre.
Proven experience in managing people for more than 1 year.
Ability to identify and solve problems efficiently.
Demonstrated ability to provide excellent customer service with empathy towards customers .
Ability to perform effectively in high-pressure situations.
Ability to learn in a rapidly changing environment.

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Job tags

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Salary