Job Description

As an operational Team Lead, you will manage, motivate and inspire your team of inbound/outbound agents. You will mentor, support and develop your team to allow them to gain knowledge and understanding of their business area and the company to ensure the business's success!

You will have an excellent can-do attitude and be able to adapt to ever-changing business requirements!

Day-to-day responsibilities include but are not limited to the below:

• Lead your team and ensure they fully understand their main driver to achieve the target and hit SLA/KPIs.
• Ongoing development planning to drive performance through effective communication and documentation.
• Plan for the week/month ahead based on current issues and analysis of the previous week/months stats.
• Deliver weekly plans through daily performance & stat reviews.
• Performing coaching, 1:1s, agent contribution reviews, conduct & behaviours reviews in line with policies.
• Deliver documentation based on the constant coaching and improvement of their team.
• All compliance is adhered to by ensuring paperwork is clear, concise and legible with all areas completed for review by senior management.
• Keep up to date with any campaign/company updates and changes.

Key Requirements:

• Must have at least 2 years experience in a management position leading a sales team to targets.
• Competent user of salesforce.
• Uses statistical analysis to implement long-term and short-term fixes.
• Set a constant example in terms of behaviour and setting standards.
• Gains feedback and analyse the way you communicate.
• Always consistent and professional.
• Manages and assists in performance improvements.
• Analytical and problem-solving skills have the ability to interpret MI and deliver Action Plans.
• Good understanding of Inbound and Outbound telephony/dialler systems.
• Excellent communication skills effective coaching skills; the ability to build relationships & can motivate staff.
• Strong organisational aptitude and proven time management skills.
• Excellent people management skills.
• The proactive and decisive approach to problem-solving.
• Strong organisational aptitude and proven time management skills.
• Highly effective communication.