NCG

  • Manchester
The Contact Centre Team Leader role will be based within the Manchester Contact Centre, working closely with the wider employer engagement teams to maximise new and repeat business opportunities.



The Team Leader will be responsible for managing and motivating a team of outbound appointment generators to meet appointment targets for levy and non-levy employers.



Key to this role is to lead, coach and drive the team to exceed targets for appointment volume, and revenue. You will need to possess excellent leadership and communication skills, and be highly organised. You will need to have strong negotiation skills and a commercial astuteness to ensure your team achieves its key targets.



Key Responsibilities:




Manage and be accountable for a team of outbound appointment generator’s to meet appointment targets for levy and non-levy employers
Work with marketing to ensure performance of campaigns is achieved through customer service and customer engagement activity
To drive excellent customer service delivering high levels of customer satisfaction for both the client and internal and external customers
Manage resources effectively through scheduling, planning, call centre analysis and liaison with Key Operational contacts to ensure capacity is in line with volume forecasts
To deliver comprehensive and meaningful management information to demonstrate the achievement of targets and to identify areas for improvement
To drive improvement in productivity levels, process and supporting systems to deliver excellent customer service and sales at lowest costs
Manage staff performance, recruitment, absence, disciplinary, training and development
Hold regular 1:1 and appraisal meetings for staff




Intraining is committed to safeguarding and promoting the welfare of young people and vulnerable adults and therefore follows safe recruitment, selection and vetting procedures. An appropriate criminal convictions disclosure application at the appropriate level will be required during the recruitment process. As an equal opportunity employer, Intraining welcomes applications from all sections of the community, Intraining is a member of the Disability Confident Employer Scheme.



Intraining values are not just about what we do, but also about how we do things. Our values underpin the culture and beliefs of our organisation, we expect all our staff to demonstrate behaviours in line with our three core values. 1. Valuing Our People, 2. Ownership and 3. Being Open and Honest.



Intraining is part of the NCG Group and offer a competitive salary and benefits package, including enhanced annual leave schemes, pension, childcare vouchers and discounts via our online benefits portal.



To view Job Description, Person Specification and NCG Values Pack please click the document attachment above.



No agency applications will be accepted.