Contact Centre Team Leader
- Swindon, South West
- Posted 2nd December 2019
- £27000 - £300000 per Annum + Competitive Bonus & Bens
- Ref: 1201695
Working as a Contact Centre Team Leader you will be responsible for the recruitment, training, coaching and development of the Contact Centre service team. You will manage the team and their individual performance as well as being responsible for the day to day management of the operation. You will motivate the team to achieve and exceed targets.
Delivering a great customer experience through a variety of customer contact channels including phone (inbound & outbound), email, web and live chat.
*Managing the day to day performance of Contact Centre operations, to deliver a world class service, exceeding KPIs
*Leading, inspiring and coordinating the Contact Centre Deputy Team Leaders, to create motivated and engaged colleagues
*Managing the end to end customer journey and the customer experience, supporting cross-company initiatives to drive improved mystery shop scores
*Ensuring call quality and calibration standards are met within the team
*Acting as the Voice of the Customer - championing and driving change, and pioneering future projects to support and achieve improvements in the customer experience
*Managing and coordinating recruitment, training, induction and coaching processes across the Contact Centre
*Working closely with HR, L&D and Training delivery teams, taking ownership of colleagues continued professional development
*Communicating with other department/offices/depot/client to resolve customer issues.
Skills & experience
*Previous experience managing a Contact Centre/ Customer Service team
*Competent in Microsoft Office packages
*Ability to work without close supervision / use own initiative
*Excellent telephone skills
*Flexible attitude to work
*Ability to communicate effectively at all levels
*Excellent team player and able to work independently
*Able to lead and manage a growing team
*A positive 'can-do' attitude
The role offers a great salary + Bonus + benefits. Free on site parking.
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