Customer Service Team Leader
- Employer
- Pertemps - Redditch Commercial
- Location
- Redditch
- Salary
- £23000 - £25000/annum
- Closing date
- 2 Feb 2021
View more
- Job Sector
- Customer Service
- Contract Type
- Permanent
- Hours
- Full Time
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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.
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