Customer Service Team Leader

Location
Redditch
Salary
£23000 - £25000/annum
Posted
05 Jan 2021
Closes
02 Feb 2021
Ref
212965129
Job Sector
Customer Service
Contract Type
Permanent
Hours
Full Time

Customer Service Team Leader
Redditch
Permanent
£23,000 - £25,000


Customer Service Team leader for a busy call centre in Redditch.

You will be supporting a team of 10 Advisers who are booking appointments for field sales reps from warm leads.

Team Leader day to day duties include:-

  • Managing the daily running of the call centre with a team, effective resource planning and applying call centre strategies and operations.
  • Maximise conversion rates from lead to appointment booked and appointment sat.
  • Meet key performance indicators as cascaded by the Marketing Director.
  • Lead and coach the team effectively.
  • Monitoring random calls to improve quality, minimise errors and track operative performance.
  • Organise shift patterns and the number of staff required to meet demand.

Generate high quality sales appointments for sales advisers via:

  • Inbound calls.
  • Outbound follow-up calls in response to coupons, out-of-hours data capture service, website contacts and existing lead data pool.
  • Maximise conversion rates from lead to appointment, recommending and implementing new initiatives to achieve this objective.
  • Ensure lead details, appointments and outcomes are logged accurately on to the Company CRM system to provide a robust basis for performance and reporting.