Leading the team to achieve the best resultsContract: Full-Time Permanent, subject to 3-month probationary period
Working Hours:
Monday – Friday 9:45 – 19:00
Saturdays: TBC
Sundays: Public holidays
Pay: Dependent on experience
About The Role We are hiring a Team Leader to support a key Energy client campaign in the delivery of new customers and switching them from their existing electricity supplier. The team leader will drive team performance, developing and motivating staff to maximise campaign potential.
Lead a team of 10-15 agents, building strong relationships where everyone feels includedHost 1-2-1's and daily stand-ups as neededWork closely with your team, leading and inspiring them to drive their performance in both Sales and QualityManage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures, actioning feedback from the Quality team to ensure the team is achieving SLAsUse company methodology, team input and own initiative to ensure attendance and retention targets are achievedEnsure training and development plans are maintained for all team members, coaching and mentoring as neededLook after the health and wellness of your team, escalating issues as neededManage the fair and consistent application of performance management and disciplinary measures as necessaryKeep up to date with business development and new product linesStay informed about any industry changes affecting the business and relay this knowledge back to the teamReport to the Campaign Manager, supporting them by highlighting operational risks, areas for improvement and delivering business targets to create a high-performing teamEscalate any appropriate problems to senior managementEngage with the client on an ad-hoc basis using high-quality verbal and email communicationThere is a strong element of reporting involved, so you'll need to be proficient with the Microsoft Office suiteThings to consider? The expectations that come with management include commitment and professionalism, plus accountability for performance and staff retention.
The Ideal Candidate Excellent verbal and written communication skillsProblem-solving approach to workCoaching skillsData analysis and reportingEducation and Experience Coaching and communication skillsMinimum of 1 years' experience in a Leadership/Supervisory role, ideally in supporting Utilities in a contact centreExperience within Sales, driving improvements to Quality and Customer Satisfaction ratings and Stakeholder ManagementAdept in the Microsoft Suite of applicationsMatricApply today by clicking on the button below and filling in an application form.
Please note: Any offer of employment is dependent on satisfactory references and disclosure checks. Due to high volumes of applications, we cannot guarantee that you will receive a face-to-face interview.
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