Contact Centre Team Leader - Birmingham

£27,000 pa plus bonus
Ref: 60 Date Posted: Friday 08 Jan 2021
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Do you have what it takes to lead a multi-skilled inbound and outbound sales team within a fast paced contact centre role, as a Contact Centre Team Leader? Do you have a background in high volume inbound and outbound contact centres, with experience of coaching and developing individuals as a successful contact centre team leader? Are you an experience contact centre sales team leader, with a proven track record of delivering results? If yes, Jomo People wants to hear from you!

Position:              Contact Centre Team Leader

Salary:                 £27,000 pa plus bonus

Location:            Birmingham

Hours:                  Monday to Friday, 8.30am to 5.30pm plus 1 in 4 Saturday mornings

Contract:             Permanent

As a contact centre team leader for this established Birmingham company, you will also be rewarded with the following benefits:

  • 22 days holiday + statutory bank holidays
  • Contributory Auto Enrolment Pension Scheme
  • Free on-site car parking
  • Staff facilities
  • Health cash plan (after passed 6 month probation)

This great opportunity will see you take on a valuable and rewarding contact centre team leader role, with the following main duties:

  • Consistently achieve sales in line with forecasted budgets and as specified in your personal objectives
  • Responsible for the management of a team of contact centre agents including work and attendance monitoring in accordance with company policies and processes
  • Effectively coach team members on their performance and quality objectives on a regular basis to ensure KPI’s are achieved
  • Act in collaboration with the Training, Quality & Compliance Co-ordinator to monitor compliance, drive quality adherence, deliver coaching and all relevant feedback in targeted timeframes to ensure internal and external compliance
  • Monitor and manage team absences, grievances, disciplinary and productivity measures to ensure business service level agreements are met
  • Stakeholder Management - develop effective key relationships at all levels (internally & externally) CCM and senior management are actively informed of operational risks, opportunities and changes
  • Identify performance related issues, develop action plans for improvement and implement corrective actions to an agreed outcome
  • Work in collaboration and support the CCM when and where required in effectively managing the operation, taking on the role responsibilities in the absence of the CCM
  • Ensure Contact Centre SLA’s delivered to our customers and clients meet contractual Service Level Agreements for productivity and quality
  • Conduct a monthly One to One meeting with team members and manage Personal Development Plans accordingly - Schedule and organise one to one meetings in line with operational planning to avoid impact on floor productivity
  • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input and feedback. Schedule and organise team activities in line with operational planning to avoid impact on floor productivity

To be successful in securing this exciting new contact centre team leader role, we want to see the following skills and experience on your CV:

  • Experience of leading a contact centre sales team within a high volume contact centre team leader position (ESSENTIAL)
  • Proven ability to coach and develop contact centre teams to deliver sales results
  • A genuine passion for coaching and developing people
  • The ability to proactively engage team members to ensure continuous improvement
  • Excellent communication and influencing skills

Don’t delay – apply to this excellent contact centre team leader role in Birmingham with Jomo People now!