Call Centre Team Leader

Finnsteve; Reading; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading firm in customer service seeks an experienced Sales Team Leader in Reading to inspire and empower Contact Centre Advisors. The ideal candidate will have a strong track record in team leadership, exceptional coaching skills, and familiarity with metrics like AHT and call answer rates. Join a supportive team offering growth opportunities and performance-based incentives.

Benefits

Opportunities for growth and development

Competitive salary

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.
• Familiarity with Zendesk and CRM systems is a plus.

Responsibilities

• Coach and develop a team of Contact Centre Advisors to achieve individual and team performance targets.
• Monitor key metrics to ensure service quality.
• Handle escalated inquiries and complaints professionally.
• Monitor calls to maintain high-quality standards.

Skills

Team leadership

Coaching

Communication skills

Problem-solving abilities

Tools

Zendesk

CRM systems

Job description

Are you passionate about driving performance and creating a positive team culture? We’re looking for a Sales Team 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!