Team Leader
1 month ago
The Role
We are seeking a highly skilled and experienced Team Leader to join our Contact Centre team at Belgravia Leisure. As a Team Leader, you will be responsible for leading a team of Contact Centre Consultants to achieve sales and service targets, while ensuring excellent customer experience.
Key Responsibilities
- Manage and motivate a team of Contact Centre Consultants to achieve sales and service targets.
- Develop and implement effective coaching and feedback strategies to improve team performance.
- Ensure clear and engaging communication with customers through various channels.
- Monitor and analyze contact centre metrics to identify areas for improvement.
- Collaborate with the line manager to develop and implement corrective action plans for employee performance improvement.
- Ensure adherence to company policies and legal requirements in the termination process.
Requirements
- Experience managing a team of 10-15 direct contact centre consultant reports.
- Excellent leadership, people management and team management skills.
- Contact Centre experience in a similar environment.
- Ability to inspire and create enthusiasm, energy and cooperation in others.
- Coaching and encouraging staff to perform at their optimum level.
- Workflow management and efficiency skills.
- Understanding of contact centre practices, dependencies and operations.
Desirables
- Familiarity with Microsoft Office Suite.
- CRM experience, including Microsoft Dynamics.
- Contact centre-specific software, such as Genesys Cloud.
- Understanding of contact centre metrics.
Benefits
- Competitive Salary.
- Flexible Work Arrangements.
- Free Gym Membership.
- Employee Benefits Program.
- Key role in the growth of our contact centre expansion.
- Opportunities for ongoing training and career development.
Belgravia Leisure is an equal opportunity employer, encouraging applications from qualified and diverse candidates.
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