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!

Duties:

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/month’s stats

Deliver weekly plans through daily performance & stat reviews

Performing coaching, 1:1’s, 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 3 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

· 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