Contact Centre Team Leader

  • Permanent
  • Bristol, South West
  • Posted 27th June 2018
  • £24000 - £28000 per Annum + Competitive Bonus & Bens
  • Ref: 603251
Our Client, a UK market leader in their industry sector, with a passion for excellent service delivery, has a new and exciting opportunity for Team Leader to join their expanding contact centre team. This is a fantastic time to take the control of a growing contact centre team for an exciting growing business in central Bristol. You will initially be responsible for a team of client service advisors with a scope to build the team.

The job of the contact centre team leader is a highly focused position to ensure a service -oriented and professional working environment by supervising the performance of team members and executing necessary actions for their motivation when required. The critical aspect of the role is to drive yourself and the team to achieve targets and grow the operation and team size.

Duties and Responsibilities:
*Motivating and inspiring the team to surpass their sales and customer service performance potential.
*Improving the team and facilitating the communication among the members of team.
*Exceeding and meeting departmental objectives, including conversion targets, and lead generation.
*Creating sense of ownership within the employees and resolving employee issues, if any.
*Encouraging, supporting, and motivating actively one's peer team.
*Looking constantly for development as well as continuous improvement for the entire team.
*Monitoring, organising, and coaching team on a day ¬to¬day basis.
*Communicating the company's purpose, core values, vision to the front employees.
*Ensuring that the employees follow their schedules properly as designed.
*Handling escalated calls, complaints, questions, and queries as necessary.
*Facilitating cross¬-functional communication within employees for improved working condition.
*Carrying out team meetings and actively participating in the monthly and weekly meetings.
*Documenting general reports on each team member's performance and targets as well as ensuring that they exceed the targets

This is an exciting opportunity for a highly motivated individual to truly put their mark on an operation and in return be given the opportunity, support and encouragement to develop your own career further.

To be consider for this opportunity you must have a minimum of 12 months experience either as a team leader or seconded team leader with in a contact centre environment.

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