Are you ready to put your passion for people to work? We are looking for Team Leaders to join us within a fast-paced, dynamic contact centre environment in Falkirk, managing calls from customers and delivering service excellence every step of the way.

You’ll have the opportunity to grow with our fun-loving global community of more than 100,000 passionate people who work across 190 locations in over 50 countries delivering exceptional customer experiences for some of the world’s leading brands.

You will need to demonstrate strong leadership and motivation skills gained in a customer-focused environment. We are looking for a well-experienced problem solver and solution finder with a passion for mentoring, coaching and developing others. We want your contagiously positive attitude and ability to manage multiple projects whilst inspiring and motivating your team to deliver exceptional customer experiences.

We want people who embody our values of commitment and recognition as you’ll need to work hard at bringing your team’s strengths to light.

If you’re up for the challenge, show us that you embody our values and apply today.

What you'll be doing

• Ensuring that team members perform in line with required sales and customer service performance metrics
• Managing workload in a timely and effective manner
• Analysing customer feedback data
• Pursuing quality and assurance initiatives
• Producing business insights
• Presenting recommendations for improvement
• Motivating and inspiring your team to deliver excellent customer and client satisfaction
• Ensuring financial success of the contact centre by effectively optimising revenue and maximising company profitability through effective customer interactions and the successful delivery of KPIs
• Getting the best out of each individual and creating a positive environment by regularly providing positive praise and recognition of individual and team success
• Encouraging team working and conducting side-by-side coaching
• Supporting the welfare of your colleagues by identifying any individual and team challenges whilst also challenging any inappropriate behaviour or conducting investigation into issues and managing appropriately

What you'll need

• Excellent verbal and written communication, listening, interpersonal, coaching, influencing, organisational, time management, problem solving, decision making and team management skills
• Results focused and committed to the values surrounding outstanding service delivery through effective people management
• Ability to work shifts on rotation
• Genuine love for helping and motivating others
• Ability to identify problems and find solutions by imparting knowledge

We’d love to get to know you better. After applying, you will be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying. Take this opportunity to advance your career with our collaborative team of game-changers.