As an operational Team Lead, you will manage, motivate and inspire your team of inbound/outbound agents. You will mentor, support and develop your team to allow them to gain knowledge and understanding of their business area and the company to ensure the business's success!
Day-to-day responsibilities include but are not limited to the below:
Lead your team and ensure they fully understand their main driver to achieve the target and hit SLA/KPIs
Ongoing development planning to drive performance through effective communication and documentation, coaching and mentoring
Plan for the week/month ahead based on current issues and analysis of the previous week/month’s stats
Deliver weekly plans through daily performance & stat reviews
Performing coaching, 1:1’s, agent contribution reviews, conduct & behaviours reviews in line with policies
Deliver documentation based on the constant coaching and improvement of their team
All compliance is adhered to by ensuring paperwork is clear, concise and legible with all areas completed for review by senior management
Keep up to date with any campaign/company updates and changes
Key Requirements:
Must have at least 3 years experience in a management position leading a sales team to targets
Competent user of salesforce
Uses statistical analysis to implement long-term and short-term fixes
Set a constant example in terms of behaviour and setting standards
Always consistent and professional
Manages and assists in performance improvements
Analytical and problem-solving skills – have the ability to interpret MI and deliver Action Plans
Good understanding of Inbound and Outbound telephony/dialler systems
Excellent communication skills – effective coaching skills; the ability to build relationships & can motivate staff
The proactive and decisive approach to problem-solving
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