Job Specification

Who Are Intelling?

Intelling is a unique, bright & vibrant Business Process Operation proactively partnering with our clients, who are some of the UK’s leading communications brands!  We are passionate about the delivery of professional expert advice through the power of communication and continuously strive to stay one step ahead!

Central to our core values is the development of our team and as Investors in People we encourage them to achieve their potential.  As a company, our employees are important to us and with exciting growth plans for 2021 now is a fantastic opportunity to join us and excel your career!

The Role

As an operational Team Lead you will manage, motivate and inspire your team of inbound Advisors. You will mentor, support and develop your team to allow them to gain knowledge and understanding of their business area and the company to ensure the business success! You will have an excellent ‘can-do’ attitude and able to adapt to ever-changing business requirements!

Key Responsibilities

  • Lead your team and ensure they fully understand their main driver to achieve target and hit SLA/KPIs
  • Ongoing development planning to drive performance through effective communication and documentation
  • Plan for the week/month ahead based on current issues and analysis of previous week/month stats
  • Deliver weekly plans through daily performance & stat reviews
  • Performing coaching, 1:1’s, advisor contribution reviews, conduct & behaviours reviews in line with Intelling policies
  • Deliver documentation based on the constant coaching and improvement of their team
  • All compliance is adhered to by ensuring paperwork is clear, concise and legible with all areas completed for review by senior management
  • Keep up to date with any campaign/company updates and changes

Key Requirements

  • Must have at least 1 year experience in a management position within a call centre environment
  • Uses statistical analysis to implement long-term and short-term fixes
  • Set a constant example in terms of behaviour and setting standards
  • Gains feedback and analyse the way you communicate
  • Always consistent and professional
  • Manages and assists performance improvements in a level, calculated manner
  • Understands the revenue of each sale required to get the cost per seat & understands what achieving means in terms of potential growth
  • Understands the basics of client requirements/financials & top line figures/performance trends
  • Understands what makes the Campaign work from a financial viewpoint
  • Analytical and problem-solving skills – have the ability to interpret MI and deliver Action Plans
  • Good understanding of Inbound and Outbound telephony/dialler systems
  • Excellent communication skills – effective coaching skills; the ability to build relationships & can motivate staff
  • Extensive knowledge of Microsoft packages
  • Strong organisational aptitude and proven time management skills
  • Strong commercial awareness
  • Excellent people management skills
  • Proactive and decisive approach to problem solving
  • Strong organisational aptitude and proven time management skills
  • Highly motivated, pro-active and enthusiastic
  • Highly effective communication


  • A professional & fun working environment
  • Development opportunities
  • Regular Incentives
  • City Centre Based
  • Recommend a Friend reward opportunities

The above job description is intended to give a general overview for the level of work being performed by people assigned to this job.  It is not intended to be an exhaustive list of all responsibilities and skills required for this job title.

Intelling LTD is an equal opportunities employer and welcome applications from all sections of the community, regardless of race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Due to the volume of applications, Intelling Ltd will only respond to those shortlisted.


Job Title
Team Leader

Job Type
Full-Time, Permanent

Monday – Sunday

37.5 Hours Per Week
08:00 AM – 20:00 PM

Depending Upon Experience


Closing Date