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Team Leader

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  • Posted By: Mulberry Recruitment
  • Address:
  • Contact: 01276 670 800
  • Date Posted: 23rd Aug 2008
  • Salary: £17,000 to £20,000 + OTE
  • Location: Other (Wokingham)
  • Reference Code: MITL
  • Views Since Posting: 31
  • Full Description:

    Our client based in Wokingham is looking for a Team Leader to manage the day to day delivery of required results on customer management client projects through leading, developing, motivating and coaching a team of agents.

    Key Responsibilities and Accountabilities:

    • Proactively manage all aspects of the role on a daily basis
    • To create a positive, ‘can do’ atmosphere
    • To conduct regular buzz sessions and refresher training with team members to refocus and motivate
    • Manage the team effectively to ensure targets are met on a daily, weekly and monthly basis
    • Support the operations manager with the recruitment and training of new starters
    • Provide coaching and support to all agents, focusing in particular on agents not meeting their targets
    • To effectively manage the performance of all agents within the team, especially those not meeting target, using Personal Development Plans and Personal Improvement Plans as appropriate
    • To attend one to ones with the Operations Manager to understand and discuss individual performance in line with required KPI’s and SLA’s
    • To enforce disciplinary procedure within agreed guidelines
    • To effectively monitor and manage sickness, unplanned absence and holidays, minimising the impact on the team and ensuring that targets are met
    • To be a subject matter expert on the client’s products / services
    • To deal with and resolve all escalated issues in case of difficulties or complaints from both customers and staff
    • Analyse and act on daily, weekly and monthly management information reports
    • To allocate an amount of time each week to making outbound telesales calls, as agreed by the client and operations manager
    • To support the operations manager and account manager in effectively communicating with the client




    Experience and Skills required:

    • 6 months experience as a Team leader/Supervisor
    • Proactive approach
    • Able to work in a fast paced, pressurised and dynamic environment
    • Excellent communicator, both oral and written, at all levels
    • Flexible and adaptable
    • Results oriented
    • Able to work effectively under pressure
    • Able to balance the needs of the business with the needs of the individual or team
    • Assertive
    • Reliable, punctual and committed
    • Able to take ownership and responsibility for own and team’s performance
    • Enthusiastic
    • Able to operate as part of a management team
    • Capable of interviewing and assessing candidates for advisor vacancies

    This is an exciting challenging position and offer excellent benefits

    Apply now for more information

    Due to a high response rate to this advertisement, only suitable candidates will be contacted regarding this role

Recruiters

Adecco - Andover
First Option Recruitment Limited
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