Team Leader - Aylesbury, United Kingdom - Tate Recruitment Limited
Description
Join a vibrant team in Aylesbury, who are dedicated to delivering exceptional customer service and exceeding performance targets. As they continue to grow, they are seeking a motivated and experienced Team Leader to help drive business success.If you thrive in a fast-paced environment and are passionate about leading teams to achieve their full potential, then I'd like to hear from you.
As the Team Leader, you will play a crucial role in overseeing the day-to-day operations of a contact centre team.
Working closely with management, you will ensure that the team consistently meets and exceeds key performance indicators (KPIs), delivers outstanding customer service, and maintains a positive and supportive work environment.
The Team Leader role offers hybrid working and a competitive salary package up to £32,000, with monthly commission.Key responsibilities and duties:
- Lead the team in achieving targets and KPIs, addressing any performance issues
- Conduct regular 121 meetings, annual appraisals and manage disciplinary and grievance matters
- Create a positive and supportive work environment, motivating and coaching team members to excel in their roles
- Collaborate with contact centre Managers to identify areas for growth and support new initiatives
- Facilitate induction and training for new starters, ensuring they are equipped to succeed
- Monitor call quality, investigate complaints and manage call volumes to maintain service levels
- Ensure compliance with regulatory guidelines and company standards
- Participate in business projects, taking the lead on initiatives that impact the contact centre
Desired qualifications, skills and experience:
- Strong sales skills with a proven track record
- Previous experience in a team leader or equivalent role within a contract centre environment
- Ability to manage teams to meet and exceed performance targets
- Proficient in performance reviews and addressing behavioural issues
- Excellent prioritisation and initiative with the ability to work under pressure and meet deadlines
- Effective listing and communication skills with a focus on identifying customer needs
- Computer literate with experience in MS Office
- Selfmotivated with a desire to succeed
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