Job Description

Job Summary/Objective

We're seeking a dynamic and empathetic Team Leader to guide a high-performing call center team. This role is pivotal in driving customer satisfaction, operational excellence, and team morale. The ideal candidate is a strategic communicator, a hands-on coach, and a champion of accountability and transparency. This is an ideal opportunity for a telesales professional who is ready to step into their first leadership role.



Key Responsibilities & Duties

Lead, motivate, and develop a team of call center agents to meet and exceed performance targets. Monitor daily operations, ensuring adherence to KPIs, service levels, and quality standards. Conduct regular coaching sessions, regular feedback and team huddles. Foster a culture of professionalism, fairness, and recognition through clear communication and follow-up. Handle escalated customer issues with empathy and resolution-focused thinking. Collaborate with cross-functional teams to improve processes and customer experience. Analyse performance data to identify trends, gaps, and opportunities for improvement. Support onboarding and training of new team members. Reinforce company values and drive engagement through motivational messaging and transparent leadership.

Education

A bachelor's degree from an accredited college or university is required, with a focus in Sales, General Business, or related discipline. In the absence of a degree, equivalent work experience directly related to the key responsibilities of the role will be considered.



Experience, Skills and Key Competencies

At least 2 years of experience in a call center or customer service role, with a proven track record of building and maintaining effective customer relationships. Experience of leading an automotive parts project and of leading a team would be preferred although not essential.

Must also be able to demonstrate the following skills and abilities:

Strong organisational skills. Exceptional written and verbal communication skills. Ability to coach and motivate others. Able to effectively consult with individual customer locations, understanding current business processes, and suggesting efficiency changes. Proven experience in a call center or customer service role. Strong interpersonal and communication skills. Analytical mindset with the ability to interpret data and drive performance. * Experience with CRM systems, call monitoring tools, and performance dashboards.