Join to apply for the Team Leader role at Atlanta Group
Location: Southport - 3 days onsite and 2 days from home
Hours: Early/late rotation between Monday - Friday 8am-6pm and 1 in 7 Saturdays (9am-2pm)
Role Purpose:
You will be responsible for leading a high-performing team of Contact Centre Customer Representatives, ensuring they deliver excellent customer service. Accountable for meeting KPI targets in operational performance, sales, and customer satisfaction. Leading a culture of continuous improvement to drive the business to market excellence.
Key Responsibilities:
* Responsible for team performance in achieving key business, customer service, people, and operational efficiency goals, while ensuring compliance with legal regulations and internal procedures.
* Foster a culture of continuous improvement and analyse data to identify opportunities to improve individual and team performance e.g. KPIs, customer insights, complaints and QA feedback.
* Responsible for developing a network of contacts, both internally and externally to keep up to date with best practices and personal development.
* Coach, empower, and inspire team members to excel in customer service and meet KPI targets.
* Promote engagement, trust, and openness in team communication, and uphold company values.
* Support compliance with quality principles, security, and regulatory requirements, while safeguarding sensitive information.
* Encourage professional development, maintain a positive approach to work, and represent the company professionally in all interactions.
Key Skills and Knowledge:
* Must have team management experience, ideally in a regulated environment.
* Proven track record of coaching teams to meet and exceed KPIs.
* Strong focus on driving performance and improving results.
* Skilled in fostering a high-performing, collaborative team culture.
* Ability to set clear objectives and motivate teams to achieve goals.
* Excellent communication skills with the ability to influence and build relationships.
* Comfortable operating in a fast-paced, changing environment.
* Proven ability to manage risk while maintaining a customer-focused approach.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Consumer Services
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