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COMPANY

My client is a prestigious Blue chip organisation who offer an excellent overall remuneration package and very good progressional opportunities. They are currently looking for a Team Leader to join their Sales through Service department to provide strong leadership whilst coaching, supporting, motivating and inspiring a team of up to 17 FTE.

ROLE

• Deliver daily, quality side by side coaching and share best practice across peer group and team
• Communicate daily in a timely and engaging manner to all team members, to ensure business objectives are understood and embedded to maximise and improve performance
• Ensure compliance to all regulatory codes of practice
• Actively support and promote change by influencing both peers and team members to ensure understanding of new initiatives and challenges
• Identify opportunities to drive process improvements and inspire team to proactively contribute ideas
• Review team performance on a daily basis to ensure service standards are met and all development opportunities are maximised within the team
• Maintain up to date records relating to teams and individuals attendance, performance and general administration data in line with Data Protection Act
• Proactively and positively manage team through any periods of change

KNOWLEDGE AND EXPERIENCE

• Must have experience of managing a minimum of 15 FTE in a targeted and regulated call centre environment
• Previous experience of service level improvement and success in sales
• Experience of managing change with the ability to effectively communicate new expectations and challenges in a positive manner, gaining buy in from team members
• Excellent time management skills prioritising team one to ones and coaching within the team
• Ability to effectively structure Personal Development Plans ensuring that all advisors have a progressional path and a clear focus
• Excellent at translating statistics into a understanding format for all team members
• Must be experienced in an inbound sales through service environment

To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to heather@callcentreassociates.co.uk or by telephone on 0208 514 9095 candidates with suitable experience will be contacted shortly after.