About the Role

• As the Team Leader, you will manage a team of 20 members in a call centre environment. Your role will involve providing leadership, ensuring quality control, conducting customer satisfaction calls, and coaching your team to deliver exceptional service. With 10 or more years of call centre experience, ideally in telesales or customer service, you will leverage your skills to drive team success and operational excellence.

Requirements

• Minimum of 10 years of leadership experience within a call centre environment;
• Background in customer service, telesales, debt management, or financial services (advantageous);
• Proven experience in quality control, customer satisfaction, and team coaching;
• Proficient in Excel and other spreadsheet tools for performance tracking;
• Strong verbal and written communication skills;
• Attention to detail and commitment to high standards in processes and results.

Key Responsibilities

• Lead and mentor a team of 20 call centre agents;
• Conduct quality control by monitoring calls and providing constructive feedback;
• Handle customer satisfaction calls and resolve any complaints effectively;
• Ensure team members adhere to scripts and book appointments efficiently;
• Coach and guide team members to improve performance and reach targets;
• Use Excel and other spreadsheet tools to track and manage team performance;
• Support sales and outbound call campaigns to drive business results;
• Focus on financial wellness and debt management solutions where applicable.