Contact Centre Team Leader

Major Recruitment are currently recruiting for an experienced Contact Centre Team Leader for a well-established company based in Brierley Hill.

Hours of work Monday to Friday rotating shifts as follows.

09:00am - 17:00pm / 11:00am - 19:00pm (weekly rotating) Two weekend days per month required. Saturday hours are 08:30am - 16.30pm and Sunday hours are 09:00am - 14:00pm.

The role is three days based in the office and two days WFH

Salary £26,000 OTE £31,400

Duties & Responsibilities

• Motivate staff to achieve team targets and organize monthly incentives.
• Ensure the effective provision of outstanding customer service.
• Manage processes related to HR, including regular training and development plans for your team.
• Review all telephone data, taking relevant actions with telemarketers.
• Conduct weekly and monthly call compliance following a crib sheet.
• Assist with/deliver workshops and team meetings.
• Review and amend training material and process policies when required.
• Answer incoming calls for other product lines when necessary, converting them into appointments meeting company criteria.
• Ensure all company processes and policies are followed by the Contact Centre executive teams.
• Perform any other duties deemed necessary.

Candidate Specification

• Sales experience: Proven experience in Sales background, ideally in Contact Centre.
• Managing people: Proven experience in managing people for more than 1 year.
• Problem Solver: Ability to identify and solve problems efficiently.
• Excellent Customer Service: Demonstrated ability to provide excellent customer service with empathy towards customers .
• Works Well Under Pressure: Ability to perform effectively in high-pressure situations.
• Adaptability: Ability to learn in a rapidly changing environment.