Job Description

Team Leader

Location: Dingwall
Salary: Competitive, plus benefits
Job Type: Full-time, Permanent

Brook Street are recruiting for a dynamic and rapidly growing call centre business, committed to delivering exceptional customer service and fostering a supportive, team-oriented environment. As they continue to expand, they are looking for a skilled and motivated Team Leader to join their leadership team and help drive their success.

The Role:
As a Call Centre Team Leader, you will be responsible for leading and managing a team of up to ten customer service agents, ensuring they deliver high-quality service while achieving both individual and team performance goals. You will play a crucial role in motivating your team, providing ongoing training, and driving a culture of continuous improvement.

Key Responsibilities:

• Lead, coach, and develop a team of call centre agents, providing regular feedback and support.
• Monitor team performance against KPIs, ensuring targets are met and exceeded.
• Conduct one-on-one meetings and performance reviews, identifying areas for improvement and implementing action plans.
• Handle escalated customer inquiries with professionalism and efficiency.
• Foster a positive, motivating team environment, encouraging collaboration and high morale.
• Ensure adherence to call centre processes, policies, and quality standards.
• Analyze performance data to identify trends and implement improvements.
• Assist with the recruitment and onboarding of new team members as needed.

Requirements:

• Proven experience in a team leader or supervisor role within a call centre/commercial enviroment.
• Strong leadership and people management skills, with the ability to motivate and inspire a team.
• Excellent communication, interpersonal, and problem-solving abilities.
• A results-driven mindset with a focus on achieving goals and improving team performance.
• Ability to handle high-pressure situations while maintaining a calm and professional demeanor.
• Strong organizational skills and attention to detail.

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive training and development opportunities.
• Health and wellness benefits.
• Free car parking
• Opportunities for career progression in a growing business.

If you are an experienced leader with a passion for customer service and team development, we want to hear from you! Apply today to join a vibrant team and help them continue to deliver outstanding results.

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.