Call Centre / CustomerService

Contact Centre Team Leader

Not Specified

Our client is a UK leading Telecommunications company who are committed to providing the highest quality products and services. They are looking for 3 Team Leaders to join their team.

Birmingham, B26

£15.46 per hour + holiday

Working Monday – Friday where you will have to work one of the following shifts:

08:00 – 16:00
12:00 – 20:00

Contract length:
Until 31st December 2020

Job Overview:
We are looking for x3 Contact Centre Team Leaders to provide direction and management to our Customer Contact Team to ensure all agreed Contact Centre targets and call standards are achieved. Working proactively within the Business Contact Centre to improve the standards of customer service and to be continually focused on the customer.

Key Responsibilities:

Manage and lead a team of Contact agents to achieve personal and departmental targets, identifying and addressing any slippage using effective performance plans
To deliver the Complex/Standard service differentiation objectives
Delivering against “the measures that matter” and understanding how performance can be influenced
Effectively coach and develop individuals to build a strong, cohesive team building in required training and upskilling programmes to personal development plans
Work cross functionally to drive customer focused practices across the business
To analyse performance data and communicate results to teams in plain English
Act as an identifiable escalation point for the department and troubleshoot problem issues
Own recruitment and resourcing for the department ensuring that rotas are in place to optimise staff coverage of core business hours
Work as part of a virtual team within Business Service to deliver end to end service excellence
Manage absence and attrition for the department and understand underlying trends

Required Key Skills:

In depth understanding of customer satisfaction metrics and how these are influenced by in-life activities
Excellent mentoring skills to deliver robust succession planning
Advanced influencing skills to drive customer eccentric resolutions to issues
Highly developed written and verbal communication skills
Detailed analytical skills to cut through and interpret complex information
Subject matter expert on key aspects of area of accountability and ability to identify development areas, introducing timely remedial solutions
Understand how a coaching and development culture can be implemented and sustained
Ability to articulate and communicate complex messages in a simple manner
Sound understanding of contractual and moral obligations between the business and the customer – e.g. gestures of goodwill and financial recompense calculations
Understanding of divisional and generic HR policy
Ability to multi-task and instinctively prioritise

Please Note: A mandatory DBS check will be carried out for all successful applicants.

Start Date

If this sounds like something you would be interested in, click apply now!

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