Sales Team Leader – Call CentreReadingPermanent £25,000 - £29,000
Are you passionate about driving performance and creating a positive team culture? We’re looking for a Sales Team Leader to inspire, coach, and empower Contact Centre Advisors to deliver exceptional results and outstanding customer experiences.
What You’ll Do
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Lead & Motivate: Coach and develop a team of Contact Centre Advisors to achieve individual and team performance targets.
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Performance Excellence: Monitor key metrics such as Average Handle Time (AHT), call answer rates, and abandoned call rates to ensure service quality.
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Quality & Accuracy: Ensure calls are logged in Zendesk with at least 90% accuracy (stretch goal: 95%) and maintain accurate customer records in our CRM.
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Operational Oversight: Manage agent schedules, breaks, and adherence for optimal staffing and service levels.
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Customer Focus: Handle escalated inquiries and complaints professionally, aiming to exceed expectations while balancing business needs.
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Quality Assurance: Monitor calls to maintain high-quality standards, with a minimum of “Meets Expectations” and a stretch goal of “Exceeds Expectations.”
What We’re Looking For
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Proven experience in team leadership within a contact centre or similar environment.
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Strong coaching and motivational skills.
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Excellent communication and problem-solving abilities.
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Familiarity with Zendesk and CRM systems is a plus.
Why Join Us?
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Be part of a dynamic, supportive team.
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Opportunities for growth and development.
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Competitive salary and performance-based incentives.
Ready to lead and make an impact? Apply now and help deliver exceptional service every day
