Back to search
.
Role: Team LeaderLocation: Wythenshawe (office based)Term: Full Time, PermanentContract: 40 hours per week Mon-Sun rotating shiftsSalary: Up to £30,000 DOE + benefits
CCA Recruitment are excited to be recruiting for a Team Leader to join a client based in Wythenshawe M22. This role is WORKING SHIFTS as your team will be speaking to customers
The ideal candidate will be someone who can inspire and motivate a team of contact centre professionals supporting ambition and building on motivation. The ability to identify training needs to improve performance and most importantly to have a solid understanding of contact centre methodologies which you can draw on to coach and develop your team.
This will be a role that delivers growth through improved skills and behaviours of the team.
Role duties of the Team Leader:
- Build and deliver success plans for the team
- Evaluate performance throughout the shift and current period to identify improvements and develop/deliver plans to achieve all objectives and KPI's
- Continually assess the skill levels of the team, implementing remedial plans to enable success
- Support personal development planning
- Inspire teams with creative engagement and effective use of leadership tools to influence performance and create a high energy and motivated work environment
- Individual coaching sessions for excellence
- Identify and address barriers to success with individuals and the collective team
- Collate and track analysis of effectiveness, customer experience and skill levels. Present back tracking to plan, further initiatives to achieve.
- Contribute to operational action plans and initiatives including process and system improvements
- Articulate in providing reporting and analysis of the teams performance
- Effective management of competencies for both self and the team
- Deliver a fantastic customer experience through all interactions from self and the team
Experience required for this Team Leader role:
- Evidence leading a contact centre team to success
- Experience of delivering against against metrics
- Experience of positively influencing growth and improvement with individuals
- Experience of different sales and coaching methodology
- Attention to detail
- Proven track record of analytical and reporting skills
- Excellent time and task management
Please follow the link to apply for this Team Leader role based in Wythenshawe..
