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Contact Centre Team Leader

Salary Salary
£25,000 - £28,000
Location Location
Job Type Job Type

Don’t just take our word for it, hear it from the employees themselves:

” I joined ResQ in 2019, the atmosphere is brilliant and there is a great family ethos, I have developed strong friendships with both my peers and management. The enthusiasm of the staff makes you want to succeed, not only for yourself but for your peers too. I have started team leader development which has been supported by my team leader and operations manager, giving me further drive to do well in my role. “

Quote by Joe Stephenson, Agent and Future Team Leader

Role Description:

We are looking for people at ResQ with the fire in their bellies to take the next step in their career.

Youll need to be driven, thrive in high-intensity environments and most of all, be a people person!

This team leader role will give you the opportunity to lead by example, motivate and manage a small team and develop your leadership skills.

The Role:

To manage and support a team of Inbound or Outbound Sales Agents
To actively work with Performance Management as a key priority and to improve performance by coaching and supporting the team
To ensure all legal obligations/compliance requirements are adhered to
To motivate, engage, support and manage a team
To provide advice and guidance where needed, and be the first point of escalation
To work with management to accurately forecast and manage program hours
To minimise agent attrition
To support management in the daily reporting of program performance to clients
To ensure all agents are coached weekly, given feedback and appropriate support Conduct regular 1-2-1’s with team members
To undertake disciplinary investigations where appropriate
To actively lead by example – demonstrating the flexibility and adaptability to support the team by taking calls (in line with business requirements)
Be familiar with and promote current ResQ Health and Safety best practices, policies and procedures.

Skills and Experience Required:

The potential to motivate and manage a team
Excellent communication skills
A people centred approach to working, with a passion for performance management.
Effective listening skills Polite and courteous telephone manner
Microsoft Office experience, most importantly Excel, Word and Outlook
Attention to detail for recording and tracking results
Organisational skills and ability to work under pressure

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