Telesales Team Lead (car parts) in Newbury

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, provide feedback, and lead 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 a 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 is required. Experience leading an automotive parts project and/or leading a team is preferred but 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.