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Team Leader
Location: Dingwall
Salary: Competitive, plus benefits
Job Type: Full-time, Permanent
Brook Street are recruiting for a dynamic and rapidly growing call centre business, committed to delivering exceptional customer service and fostering a supportive, team-oriented environment. As they continue to expand, they are looking for a skilled and motivated Team Leader to join their leadership team and help drive their success.
The Role:
As a Call Centre Team Leader, you will be responsible for leading and managing a team of up to ten customer service agents, ensuring they deliver high-quality service while achieving both individual and team performance goals. You will play a crucial role in motivating your team, providing ongoing training, and driving a culture of continuous improvement.
Key Responsibilities:
- Lead, coach, and develop a team of call centre agents, providing regular feedback and support.
- Monitor team performance against KPIs, ensuring targets are met and exceeded.
- Conduct one-on-one meetings and performance reviews, identifying areas for improvement and implementing action plans.
- Handle escalated customer inquiries with professionalism and efficiency.
- Foster a positive, motivating team environment, encouraging collaboration and high morale.
- Ensure adherence to call centre processes, policies, and quality standards.
- Analyze performance data to identify trends and implement improvements.
- Assist with the recruitment and onboarding of new team members as needed.
Requirements:
- Proven experience in a team leader or supervisor role within a call centre/commercial enviroment.
- Strong leadership and people management skills, with the ability to motivate and inspire a team.
- Excellent communication, interpersonal, and problem-solving abilities.
- A results-driven mindset with a focus on achieving goals and improving team performance.
- Ability to handle high-pressure situations while maintaining a calm and professional demeanor.
- Strong organizational skills and attention to detail.
Benefits:
- Competitive salary and performance-based incentives.
- Comprehensive training and development opportunities.
- Health and wellness benefits.
- Free car parking
- Opportunities for career progression in a growing business.
If you are an experienced leader with a passion for customer service and team development, we want to hear from you! Apply today to join a vibrant team and help them continue to deliver outstanding results.
Brook Street NMR is acting as an Employment Agency in relation to this vacancy.
