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