Main Purpose of role: To help manage a team of consultants offering an exceptional level of inbound customer service. To ensure performance results are delivered in terms of quality, productivity and consultant development. The Contact Centre Team Leader will be expected to work on multiple campaigns within the business as part of their normal duties. This may include altered hours within the normal contracted hours between 8am and 10pm Monday to Sunday. In addition, the Contact Centre Team Leader may be required to carry out their duties in another location. The Contact Centre Team Leader will act as the primary contact for clients and will be responsible and accountable for the day to day operations of the account including people management, reporting, client meetings, creation and delivery of weekly/monthly business reviews, invoicing and forecasting, whilst always adhering to KPI’s set. JOB DESCRIPTION To support and manage a team of consultants To drive efficiency and performance and motivate and coach the team to deliver against clear targets. To develop consultants in a range of skills across multiple campaigns. Complete flexibility to work within the Contact Centre opening hours. Product training will be given, though demonstrable experience of managing similar teams is an absolute must. The Team Leader must analyse and manage the campaign in order to keep within gross margin target. Budgeting will be managed and overseen by the Contact Centre Team Leader and will be responsible for the financial health of the account. To work with other Team Leaders and managers to ensure the effectiveness of the department as a whole. To work with the Performance Coach in order to drive performance improvements throughout the team To work with the Quality Assurance executive to identify, monitor and suggest process and agent improvements to improve overall service quality Contact Centre Team Leader is expected to share core business hours 9am-5.30pm Monday-Sunday with other Contact Centre Team Leader and Performance Coach Position in Organisation The Team Leader will report directly into one of the Client Services and Development Director. Experience Excellent telephone manner Excellent literacy and numeracy Excellent IT literacy skills Excellent customer service skills Good analytical, decision making and problem solving abilities Influencing skills and tenacity Industry knowledge is desirable Show motivation skills Knowledge, understanding and confidence of assessing and monitoring the financial health of an account To keep a team of consultants motivated to deliver against a set of tight targets To present our clients in a professional manner at all times whether in person, by phone or in writing. To demonstrate a willingness to learn and have fun at work To coach and mentor the team both as a group and on a one to one basis. To “lift” the team when the going gets tough. To ensure that all client reporting is completed accurately and on time. To feed back to the Client Services Development Director in terms of operational performance To continually look for ways to increase performance. Who are Konecta Group? Konecta Group are an outsourced services provider which means we are a multi-channel contact centre and act on our client’s behalf. Channels of communication include inbound and outbound calls, emails, live web chat and social media. Skills Requirements 1. A natural ability to communicate and influence demonstrating tenacity. 2. To deliver an exception level of customer service and install 100% happiness ethos within the team. 3. Ability to communicate in both written and verbally technique is essential. 4. Confident and professional manner. 5. Ability to professionally lead a team of consultants. 6. Comfortable working in a target driven environment. 7. Ability to coach and deliver constructive feedback confidently. 8. Show abilities to have fun at work. Operational Days and Hours Opening hours are between 8am and 10pm Monday to Sunday. Konecta Group reserves the right to change the working hours with sufficient notice. You are expected to be available to work between these hours at all times. Database & Systems & Training Full training will be given. Employment Basis The role is permanent and full time. The successful candidate will have to complete a minimum 3 month probationary period.