Main characteristics
- Location
- Droitwich, Worcestershire
- Company
- Wright Staff Recruitment Ltd
- Salary
- £26000/annum OTE £31,400
- Employment type
- Permanent
- Category
- Customer Services
Job summary
Contact Centre Team LeaderLocation Droitwich Spa
Salary - £26,000 basic salary with OTE £31,400
Job description
Shift: Monday to Friday rotating shifts as follows:
* Full-time hours: 09:00 17:00 / 11:00 19:00 (Weekly Rotating).
* Two weekend days per month required. Saturday hours are 08:30am 16.30pm and Sunday hours are 09:00am 14:00pm.
* Shared responsibility for a team of home workers with travel to another office location in the Dudley area for 3 days every other week (subject to change based on business needs).08:00am 16:00pm
Principal Accountabilities/Responsibilities:
* 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.
* Perform any other duties deemed necessary.
Key requirements:
* Sales experience: Proven experience in Sales background, ideally in Contact Centre.
* Managing people: Proven experience in managing people for more than 1 year.
* Problem Solver: Ability to identify and solve problems efficiently.
* Excellent Customer Service: Demonstrated ability to provide excellent customer service with empathy towards customers.
* Works Well Under Pressure: Ability to perform effectively in high-pressure situations.
* Adaptability: Ability to learn in a rapidly changing environment.
Please apply with your CV in the first instance.
Wright Staff are acting as an employment business in relation to this vacancy
Benefits: OTE £31,400