Call Centre Team Leader
Location: Dingwall
Salary: Competitive, plus benefits
Job Type: Full-time, Permanent
Brook Street are recruiting for a dynamic and rapidly growing call centre business, committed to delivering exceptional customer service and fostering a supportive, team-oriented environment. As they continue to expand, they are looking for a skilled and motivated Team Leader to join their leadership team and help drive their success.
The Role:
As a Call Centre Team Leader, you will be responsible for leading and managing a team of up to ten customer service agents, ensuring they deliver high-quality service while achieving both individual and team performance goals. You will play a crucial role in motivating your team, providing ongoing training, and driving a culture of continuous improvement.
Key Responsibilities:
* Lead, coach, and develop a team of call centre agents, providing regular feedback and support.
* Monitor team performance against KPIs, ensuring targets are met and exceeded.
* Conduct one-on-one meetings and performance reviews, identifying areas for improvement and implementing action plans.
* Handle escalated customer inquiries with professionalism and efficiency.
* Foster a positive, motivating team environment, encouraging collaboration and high morale.
* Ensure adherence to call centre processes, policies, and quality standards.
* Analyze performance data to identify trends and implement improvements.
* Assist with the recruitment and onboarding of new team members as needed.
Requirements:
* Proven experience in a team leader or supervisor role within a call centre/commercial enviroment.
* Strong leadership and people management skills, with the ability to motivate and inspire a team.
* Excellent communication, interpersonal, and problem-solving abilities.
* A results-driven mindset with a focus on achieving goals and improving team performance.
* Ability to handle high-pressure situations while maintaining a calm and professional demeanor.
* Strong organizational skills and attention to detail.
Benefits:
* Competitive salary and performance-based incentives.
* Comprehensive training and development opportunities.
* Health and wellness benefits.
* Free car parking
* Opportunities for career progression in a growing business.
If you are an experienced leader with a passion for customer service and team development, we want to hear from you! Apply today to join a vibrant team and help them continue to deliver outstanding results.