Role Overview
We are seeking an experienced Customer Service / Call Centre Team Leader to manage a team of 10 Account Managers. The successful candidate will work closely with the Onboarding team, overseeing coaching, QA, KPIs, and HR issues. This role requires a hands-on leader who is visible, proactive, and willing to assist with escalations, software demos, and team support.
Key Responsibilities
1. Support the BrightHR Activation and Engagement Specialist team, promoting best practices and SLA adherence.
2. Achieve and exceed personal KPIs and motivate the team to meet their objectives.
3. Lead by example in team activities, fostering a positive environment.
4. Assist in resolving complex technical issues and customer complaints.
5. Identify training needs and support career development plans.
6. Ensure high-quality service delivery, task completion, and performance reporting.
7. Conduct regular call quality assessments and provide coaching.
8. Drive team performance to onboard at least 50% of clients within 30 days and activate 80% of clients.
9. Contribute to positive online reviews and customer feedback.
10. Follow processes diligently and suggest improvements where needed.
11. Conduct product demos and delegate tasks efficiently.
12. Participate in training sessions across the Peninsula Group.
Candidate Requirements
* Excellent customer service skills
* Strong leadership abilities
* Confident presentation skills
* Minimum 1 year of team management experience, preferably within a software company
Benefits
* 25 days’ holiday plus bank holidays
* Day off on your birthday
* Perkbox discounts
* Holidays increase after 2 and 5 years of service
* Pension plan and life insurance
* Employee Assistance Programme
* Profit share scheme with annual bonus
* Free onsite gym
* Subsidised parking
* Free breakfast on Mondays and social events
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