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USMAART Limited
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Derby, Derbyshire
Call Centre Team Leader
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Job Type: Full-time |
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Salary: £21,000 per annum |
Overview
"Best Outsource Relationship- European Contact Centre Awards" and "Investors in People- Gold Standard" Just some of the accolades our client has won in the last few years. USMAART have been selected to recruit a number of Team Leaders for Firstsource Solutions based at the fantastic offices in the heart of Derby. Firstsource Solutions have been providing innovative, customer-centric Business Process Management solutions to the world's leading organisations across Telecommunications, Banking and Financial Services, Insurance, Healthcare and Publishing. Serving over 100 global clients from multiple delivery centres and in various languages- Firstsource Solutions are supported by a 26,000 global workforce in India, the Philippines, the USA and the UK. The successful individuals will be working for SKY entertainment, managing a team of agents whilst being part of a brand new campaign within the organisation. Responsibilities Provide direction, leadership, inspiration and motivation to team members Coach and mentor team members in the principles of providing excellent customer service Assist team members to resolve customer problems Lead by example, be approachable and demonstrate a positive attitude Work to targets and prioritise tasks to meet and exceed these targets Make decisions regarding operational activities Undertake regular "one to ones" with direct reports, providing feedback Manage attendance Review and interpret management information Skills, Knowledge and Behaviour - Hands-on experience of working in a contact centre environment is desirable - Relevant experience of managing a team in customer/sales is essential - Excellent telephone manner and experience of dealing with customers face to face - Able to analyse, interpret and communicate complex problems in numeric data - Passionate about delivering excellent customer service/sales techniques - Results driven and commercially aware - Excellent verbal communication Benefits of the role 29 days, incl. Bank Holidays, per annum increasing with service (maximum of 4 additional days) FREE Sky package (on average £1200 per year saving) Free onsite parking Fantastic career progression opportunities Free Healthshield Pension contribution scheme Salary The salary for the role is up to £23k plus bonus, incentives and an excellent benefits package to include private healthcare, sky tv, educational support, career development, free parking and an on site restaurant