Job Title Contact Centre Team Leader
Salary - £26,000 OTE £31,400
Monday to Friday 09:00-17:00/11:00-19:00 rotating weekly Two Saturdays per month (09:30-16:30)
Full time permanent contract
Location Droitwich
We are recruiting for a Contact Centre Team Leader on behalf of our client, to join the team based in their Droitwich office. The ideal candidate will have at least 1 year team leader/supervisor experience within a call centre environment. A strong character is required to provide 1 to 1 support to the team, as well as monitoring KPI’s and SLA’s.
Key Responsibilities:
* Inspire, lead and motivate your team to achieve targets with creative incentives
* Drive excellence and ensure outstanding customer service across all interactions
* Develop talent and oversee HR processes, including regular training and team development plans
* Monitor performance and analyse call data and implement improvements with telemarketers
* Ensure compliance and conduct weekly and monthly call reviews and refine training materials as needed
* Collaborate, communicate and lead workshops, team meetings, and assist with cross-product inquiries
* Champion Best Practices, ensuring adherence to company policies and processes
The Ideal Candidate:
* Exceptional organisational skills and a keen eye for detail
* Proven experience in leading or mentoring a team in a Contact Centre environment
* Proficiency in CRM systems and IT tools
* Strong interpersonal and communication abilities
* A proactive and problem-solving mindset with a passion for delivering excellence
Why join the team:
* Innovative Impact: Join a company dedicated to creating life-changing mobility solutions
* Team Excellence: Work alongside a passionate and collaborative team
* Professional Growth: Benefit from ongoing training and career development opportunities
* Vibrant Culture: Experience a supportive workplace that values its people
Company Benefits:
* Canteen
* Casual dress
* Company events
* Company pension
* Cycle to work scheme
* Free on site parking
* Health & wellbeing programme
* Referral programme
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