Are you a Team Leader looking for a new role?
Are you a customer service supervisor looking to step into a team leader role?
Just Recruitment are delighted to be assisting our well regarded client based in Colchester - they are recruiting a team leader due to expansion and growth - this is an excellent opportunity to join them at a very exciting time.
The Team Leader assists the Sales Contact Centre Operations Manager in overseeing the daily operation of a large Contact Centre taking ownership of specific supervisory tasks at the
Senior Team Managers request.
The Team Leader is inspirational with strong people skills and the ability to improve business performance.
The Team Leader oversees the service provided across multiple customer contact channels and activities over a 24/7 period, ensuring that the required service levels and targets are
The Team Leader may also be allocated a dedicated sub team within the department for which they will assume line management responsibility and/or specific projects for which they will assume responsibility.
Main Duties include:
Managing Workload / Resource Planning:
To provide assistance in the scheduling of resource across all departmental activities in line with forecasts
To assist in the production and management of the staff rota.
To ensure workflow is monitored & resources re-assigned as required in order to meet changing demands
To utilize all available technologies to best allocate and manage resource (Workforce management, Mitel, Call Centre View, IVR platform, internal systems)
Work with the Senior Contact Centre Team Manager to assist in forecasting staffing requirements
Maintain an accurate workload planner for the department
Analyse staff productivity rates across all activities
Management, Training & Quality of Staff:
The Team Leader may be allocated a dedicated team for which they will assume specific line management responsibility
To manage, lead and motivate the team to deliver and exceed the sales targets
To promote a winning attitude and sales centric environment
Maintaining a constant level of morale throughout team
To work with the operations manager as directed to set performance targets for staff, measure staff against these by way of formal appraisal, regular one-to-one's, and quality audits, providing staff with coaching and feedback
To ensure that team members are trained and that a continual development program is employed
To lead, motivate & develop the skills of the departmental Senior Agents and Agents
Conduct regular team meetings / briefings as directed ensuring staff are fully appraised of company updates,team targets and current performance etc.
To work with the Senior Team Manager to ensure that all relevant departmental processes are in place and regularly reviewed
Ensure staff induction and ongoing product & skills training is conducted, producing and maintaining any relevant training material
Employ a variety of techniques to motivate the team
Assist in the recruitment screening of new staff members
Reporting and Development:
To regularly report on the activities and performance of the team to the Senior Team Manager
Proactively identify ways to improve efficiency, quality and general performance of the team
To ensure that relevant departmental and client reports are completed as required
To proactively identify ways to improve the service we deliver to our client
Flexibility: to perform other duties, as and when required to ensure the smooth running of the organisation and to meet the needs of the business.
Professional Skills & Abilities:
Experience of handling customer complaint escalations
Proficient in the use of Microsoft Office
Excellent command of the English language
Experience of coordinating work schedules/rotas
Interpersonal Skills & Abilities
Passion for sales and success driven
The skills to work within a non corporate environment
Ability to motivate and lead a high performing sales team to deliver objectives and achieve targets.
Proven ability to positively influence performance
Communicates effectively at all times
Delegates responsibilities effectively
Consistently positive attitude towards their job and their colleagues.
Excels at operating in a fast paced organization & works well in a pressurized environment
Methodical and organised
In reward for your hard work and dedication you will be offered a competitive salary, further progression and development opportunities and a great working environment.