Contact Centre Team Leader

  • Permanent
  • Wiltshire, South West
  • Posted 28th June 2019
  • £27000 - £30000 per Annum + Competitive Bonus & Bens
  • Ref: 1201556
Artis are pleased to be supporting this industry leading company in their search for a Contact Centre Team Leader to work at their modern offices in West Wiltshire (M4 Corridor). This company has a low turnover of staff and is well established as a market leader in its industry sector however after a recent restructure they are now looking for a Contact Centre Team Leader to join them as they continue to enhance their customer contact culture.

The Successful Contact Centre Team Leader will be required to:
*Uphold the required behaviours of exceptional customer service, high level of engagement and effective team working;
*Ability to resolve issues and conflict in real time, to ensure the customer experience is maintained;
*To proactively monitor the volume of inbound calls, (when needed deputising for the Contact Centre Manager in reallocation of resources, if necessary on an hour by hour basis) according to business need;
*Resolving issues or concerns of poor performance or call handling through coaching and performance management.
*Delivering high levels of colleague engagement through strong communication, team huddles, team meeting and strong leadership
*Support the development of a high-performance culture;

What we look for in a Contact Centre Team Leader:
*Sound and extensive experience of dealing with high call volumes within a busy environment;
*Thorough understanding of Sales and Service Operations within a Contact Centre;
*Exceptional commercial awareness with a clear vision on improving experience whilst growing the business;
*Thorough understanding of Contact Centre metrics with advanced Excel skills;
*High levels of resilience with the ability to effectively multi-task;
*To work closely with other Team Leaders as a peer group team to ensure consistency and quality of approach in sales and customer service - ensuring that there is effective cover - at this level - at any one time.
*High levels of autonomy, resilience and problem solving;
*Ability to support the contact centre manager in providing real time reporting and regular updates to senior management;
*Ability to contribute to the improvement and streamlining of processes

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