Team leader

Keeping up to date with business development and new product lines
Reporting to the Customer Service Manager
Manage day-to-day line activities, priorities and make risk/impact assessments within existing processes and procedures towards achieving SLAs
Ensure training and development plans are maintained for all team members
Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
Manage the fair and consistent application of performance management and disciplinary measures as necessary
Support the Operations Manager to highlight operational risks and areas for improvement
Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction
Support the Head of Sales to deliver business targets and objectives and create a performance orientated culture
Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
Work with the management team to identify and deliver positive change and business efficiencies

This team would typically consist of 8-12 Advisors, helping them to meet targets while reviewing performance and coaching them also.

A full list of duties, including ensuring that Advisors adhere to company polices like attendance, is listed below.

Required Skills and Experience:

Team management experience
Coaching and communication skills
Minimum of 2 years’ experience within a contact center environment as a Team Manager
Experience within customer services
Excellent leadership and communication skills
Strong coaching and people-development skills through call listening, quality feedback, etc.
Ability to deal with demanding customers and escalations
Energetic and motivating individual
Creative thinking