Job Overview

Apply now Due to continued growth our client is looking for Contact Centre Team Leaders to join their rapidly growing team on the outskirts of Chester. As Team Leader, you will have a strong background in sales team management in a target driven environment preferably gained in contact centres, a proven track record of delivering results and a willingness to learn and work as part of a wider leadership team to exceed the businesses goals. Our client offers an excellent salary, company benefits and personal progression and development. This is an exciting opportunity for someone looking to progress in their career as Team Leader and to become a key part of the business' journey and growth plans for 2018! Role: As Team Leader you will be part of an existing successful team within a Contact Centre, inspiring and mentoring a team to deliver sales targets along with brilliant performances whilst supporting their personal and professional growth. Key Responsibilities: Delivery to target of all KPI'sMaintain a thorough understanding of root causes of performance delivery in all KPI areas, develop and implement improvement plans for all areas of opportunityForecasting; producing performance forecasts for own KPI's and regular business updates on delivery to forecastMI Analysis; utilise available MI to identify risk and opportunities for improvementBusiness updates; generate and providing comprehensive business updates on team performance and objectivesSharing best practice across the wider team to ensure delivery of common business goalsBuilding and maintaining brilliant working relationships with all colleagues; ensuring the team operates as a close-knit unit dedicated to the ambitions of both individuals and the wider teamConduct regular coaching and 121's for all team membersProvide clear objectives to all team members in terms of their daily, weekly and monthly targetsEnsure all team members are kept up to date with their performance against target, and how they contribute to the wider teams' goalsPerformance management; maintain effective support and performance improvement plans for team members in order to deliver against business targetsTraining needs analysis; conducting regular skills analysis of all team members and providing necessary coaching where skills gap opportunities are identifiedSuccession planning; maintaining up to date succession plans and development plans for all team membersCoaching culture; creating a coaching culture where all team members are equipped with the skills needed to deliver to expectationsAct as a mentor and team coach; answering questions and helping with team member problems as they ariseQuality and compliance; conduct regular call listening to identify breaches and coach on compliance, following business process for breeches as requiredConducting regular team meetings to update team members on best practices, business updates, and continuing expectationsProviding inspirational leadership to team members, promoting an environment that welcomes and encourages team member feedback and ideasAbsence management; Managing attendance and timekeeping for all team members, setting and communicating clear expectations for all team members in line with business processHoliday management; working with the wider team leader group to ensure annual leave is managed within thresholdSupporting and invoking disciplinary process for contractual breaches when called forRecruitment and training; assist with hiring and training of new team members as required Essential Skills: You will have a proven track record in team leadership and have the skills and enthusiasm for developing and coaching advisors within a fast paced, goal orientated environmentIdeal candidates will have experience of managing a team of advisors in a contact centre environmentYou will be highly skilled when it comes to identifying problems and trouble shooting performance related problems to find workable solutions in order to achieve business goals Desired Skills: Proven experience of team management, preferably in a contact centre environmentAble to demonstrate that you have consistently performed highly across all KPI targetsAbility to work on your own initiative to achieve targetsExperienced performance coachAbility to interpret MI across multiple areas to analyse performance trends and identify riskPossess a good understanding of MS Office; Excel, Word, Outlook, Powerpoint

Key Requirements

Coaching Contact Centre Customer Service Team Leader Team Management