Contact Centre Team Leader
- Wiltshire, South West
- Posted 28th June 2019
- £27000 - £30000 per Annum + Competitive Bonus & Bens
- Ref: 1201556
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
Apply for this Vacancy
If you’re not keen on the above role but would like to submit your CV for future reference by out specialist recruiters, simply complete the 'Register' form on this page. We will be in touch with any vacancies matching your experience.
Refer a Friend
If this role may suit someone you know please feel free to forward it on to them; we offer a referral bounty of up to £500!