Contact Centre Team Leader

We are delighted to be recruiting a Contact Team Leader to join a company who are a leading provider of innovative mobility solutions that truly make a difference in people's lives. The role is based in Dudley with some travel to their other site over in Droitwich. You will need to have access to a vehicle and a full driving licence.
The main objective of the role will be too:
We are currently offering an exciting opportunity for a Contact Centre Team Leader to join our growing team and contribute to driving our company forward. In this role, you will assist the Contact Centre Manager in the day-to-day operations of running a successful Contact Centre. Your focus will be on providing coaching and support, ensuring adherence to departmental procedures in booking and reviewing appointments via telephone inquiries with customers and Product Specialists.
The main duties will be:

• 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

The successful candidate will have the following skills:

• Previous experience within a Contact Centre and a coaching role.
• A background in coaching and mentoring.
• Enthusiastic and committed to helping others.
• A real willingness to help and support your team

Working Hours:
Full-time hours: 09:00 - 17:00 / 11:00 - 19:00 (Weekly Rotating).
Two weekend days per month required.
Responsibility for a team of office workers (3 days /week) and hybrid workers (2 days/week).
3 days office based and 2 days hybrid with possible travel to the head office in Droitwich (subject to change based on business needs).
In return we will provide 26,000 basic salary with OTE 31,400.28 days holiday per year, with additional days awarded based on length of service, benefits, company events, company pension, free parking, health and wellbeing programme, on site parking.