Call Centre Team Leader

Finnsteve; Reading; On-site; GBP 80,000 - 100,000; Full time

Job summary

A contact centre company in Reading is seeking a Call Centre Team Leader to inspire and coach a team of Advisors. You will lead the team to meet performance targets and ensure high-quality service through monitoring key metrics and handling escalated inquiries. The ideal candidate has proven leadership experience and strong coaching skills. This role offers competitive salary and opportunities for growth.

Benefits

Opportunities for growth and development

Competitive salary and performance-based incentives

Qualifications

• Proven experience in team leadership within a contact centre or similar environment.
• Strong coaching and motivational skills.
• Excellent communication and problem-solving abilities.

Responsibilities

• Lead and motivate a team of Contact Centre Advisors.
• Monitor key metrics to ensure service quality.
• Handle escalated inquiries professionally.

Skills

Team leadership

Coaching

Communication skills

Problem-solving

Familiarity with Zendesk

Job description

Are you passionate about driving performance and creating a positive team culture? Were looking for a Call CentreTeam Leader to inspire, coach, and empower Contact Centre Advisors to deliver exceptional results and outstanding customer experiences.

What Youll Do

• Lead & Motivate: Coach and develop a team of Contact Centre Advisors to achieve individual and team performance targets.
• Performance Excellence: Monitor key metrics such as Average Handle Time (AHT), call answer rates, and abandoned call rates to ensure service quality.
• Quality & Accuracy: Ensure calls are logged in Zendesk with at least 90% accuracy (stretch goal: 95%) and maintain accurate customer records in our CRM.
• Operational Oversight: Manage agent schedules, breaks, and adherence for optimal staffing and service levels.
• Customer Focus: Handle escalated inquiries and complaints professionally, aiming to exceed expectations while balancing business needs.
• Quality Assurance: Monitor calls to maintain high-quality standards, with a minimum of Meets Expectations and a stretch goal of Exceeds Expectations.

What Were Looking For

• Proven experience in team leadership within a contact centre or similar environment.
• Strong coaching and motivational skills.
• Excellent communication and problem-solving abilities.
• Familiarity with Zendesk and CRM systems is a plus.

Why Join Us?

• Be part of a dynamic, supportive team.
• Opportunities for growth and development.
• Competitive salary and performance-based incentives.

Ready to lead and make an impact? Apply now and help deliver exceptional service every day!