Outbound Customer Service Team Leader

A new opportunity has arisen for a full-time team leader to work for our client based in Market Harborough, managing their medium-sized outbound customer service team. Working for a fast-growing digital business specialising in online lead generation, we’re looking for a confident team leader with excellent motivational skills, combined with a history of successful team management

To be successful in the role you will need to motivate, manage and take daily responsibility for a team of outbound customer service and telesales executives ensuring achievement of targets and KPI’s.

Who we are looking for:

Our client is looking for someone enthusiastic with a proven track record of managing and motivating a customer service or sales team – either at team leader or management level. You should be a confident and approachable manager who is able to engage their team, but also isn’t afraid to hold difficult conversations with team members if necessary.

Duties and responsibilities:

• Manage and motivate the contact centre/sales team (made up of 11 members currently)
• Utilise reports to drive performance
• Provide ongoing training & coaching across the team
• Perform regular quality assurance activities
• Liaise with contact centre agents to discuss updates, targets and future planning
• Work closely with members of the management team to further develop and strengthen the telesales function or associated processes
• Manage and monitor staff holiday/absenteeism

Skills and experience required:

• The successful applicant will ideally possess previous experience managing a B2C customer service / telesales team.
• You should also hold training expertise at team leader/call centre management level, be creative with strong leadership abilities to be able to influence and implement new initiatives to improve call handling techniques and performance within the team.
• Experience within quality assurance in a call centre setting is also preferred – i.e call listening and providing constructive feedback.
• An interest in renewable energies and energy efficiency would be beneficial, but this is not essential to apply for the role.

Hours of work:

• The role is based at the client’s Market Harborough office with an element of remote working.
• It is a full time vacancy working Wednesday to Sunday 9.00am to 5.00pm.
• For the first 2 weeks you will be working from the office, Monday to Friday 9.00am – 5.00pm – to complete the training.

Salary and benefits:

• Salary is £24,500 per annum
• Bonus scheme included (paid quarterly if targets met)
• Pension scheme included
• Private medical insurance