Role: Team Leader

The Role

We are looking for a passionate, authentic, and energetic customer service Team Leader with a drive for performance to lead their team in a fast paced outsource contact centre space. This is a challenging, continuously changing and expanding environment; if this sounds like you then read on…

You will be responsible for the meeting and exceeding the delivery of internal and external customer targets for your team of 15 advisors. You will naturally be committed to delivering a great client contact experience through a variety of customer contact channels.

As Team Leader you will provide leadership and direction for a team of 15 passionate people, all dependant on the client and campaign type. You will be used to delivering through others and will manage this delivery. You will require extensive operational and leadership experience in a Sales contact centre setting. Your focus on delivering high performance from your team will be driven around your tried and tested people and engagement strategies.

Working 5 days a week including 1 weekend in 2 or 3.

Additional Information

• Reporting to the Operations Manager, the role includes responsibility for the operational delivery of external and CC33 targets.
• Manage and lead the day-to-day performance of the team to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.
• Set the strategy for the development of the team, inspiring and leading them to success.
• Analytical excellence with the ability to drive action from insight quickly and confidently.
• Lead, inspire and co-ordinate your team at all levels to create motivated and engaged colleagues.
• Be responsible for the end-to-end customer contact processes and customer experience, supporting cross company initiatives to improve productivity, performance, quality, and compliance.
• Responsible for the engagement, attendance, employee retention and coaching strategy across the department.
• Work closely with Recruitment, HR, and Training delivery teams taking responsibility for the ongoing development of the team.
• Applying best practice, developing continuous improvement plans and make recommendations based upon insight gained from your teams, customers, and clients.
• Act as the Voice of the Customer, championing change and continuous improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
• Deliver cost efficiencies and increases in NPS Scores.
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

What we look for

• Proven experience of leading an customer service team with experience of managing an operation through periods of significant growth or change.
• At least 2 years proven experience of inspiring, motivating, and leading others in a contact centre sales or service environment.
• Excellent communication and leadership skills to lead and motivate a growing and changing service operation.
• Ability to demonstrate a professional attitude and approach, showing strong leadership, initiative, and clear communication, by example.
• Proven experience in stakeholder management at all levels – internally and client facing.
• A passion for high performance achieved through creating a supported and empowered ethos. Where thank you’s are easy and you celebrate success.

CC33 People Promises

Our People Promises are the foundation of all our interactions with colleagues, customers, and clients.

• What we achieve together, is what we are most proud of
• We trust each other, and we own it
• Thank yous are easy when we support each other
• We listen and always do the right thing
• We are always clear why

Working hours

• Contact Centre hours of operation are 8am to 10pm, this role will need to be flexible around those hours to suit business needs.
• 40 hours per week