Team Leader - Contact Centre

The main purpose of the role is to lead, develop and coach a team of up to 15 Customer Service Associates to offer a quality customer experience in a Contact Centre environment.

Responsibilities

• Providing remote and side by side coaching to Associates to offer a consistent quality service to our customers
• Lead and develop Associates to meet individual performance targets
• Monitor and report on performance of your team
• Effectively manage a range of personnel issues through to stage 1 disciplinary
• Liaise with other areas of the business to ensure consistent customer and colleague experience is developed and maintained
• Effective communication to colleagues within team
• Act as point of reference for complex queries
• Take ownership of escalated queries, offering solutions to customers and colleagues alike
• Maintain a safe and secure working environment for all our colleagues with Health and Safety guidelines
• Manage discount scheme within own authority level and within company procedure
• Assist with the department recruitment process

 

• At least 2 years Team Leader experience in a Contact Centre environment
• Coaching experience
• Proven ability to effectively manage people
• Ability to demonstrate inspirational leadership qualities
• Excellent communication skills
• Decision making and problem solving skills
• Excellent planning and organisation skills
• Good level of computer literacy, including proficient user of Microsoft packages
• Ability to multi task

 

A good standard of education

The closing date for this vacancy is 16/05/2008