Contact Centre Team Leader

Contact Centre Team Leader

We are looking for an experienced Team Leader to join our client based in the local area to start on the 30^th September 2024.

Leading a team of 12-14 Customer Service Agents, you will ensure company targets are achieved whilst ensuring ongoing training and support is provided to your team.

This role is a permanent position, however we are looking for an individual to work on a temp to perm basis, to help with a quicker start date.

The individual will have the following experience:

• Proven telephony experience


• Team Leader experience


• Performance Management


• Disciplinary management


• Investigations


• Recruitment


• Coaching & Training


• Change management


• Motivational

The Duties:

• Monitor holiday planning, sickness and other absence


• Motivates the team by regular briefings and meetings on company and departmental performance


• Works closely with the account managers to support their work and provide MI reporting as required, whilst maintaining long term customer relationships


• Builds relationships with the branch management teams to ensure that business issues are resolved quickly and amicably


• Works closely within peer group and the extended management team within Customer Services to ensure the overall smooth running of the department


• Manages and coaches the team of co-ordinators, measuring performance, setting objectives, assessing training needs, providing on-the-job training and addressing any shortfalls in performance


• Maintains standards of performance in the team relating to customer contact via telephone, email, other written correspondence and face to face meetings


• Manages team workloads effectively; to have an awareness of key volume drivers and to plan and allocate work ensuring it is fairly assigned across the team


• Manages the quality of work by routine and random monitoring, providing structured feedback and coaching where required


• Handles and takes ownership of escalations and complaints from co-ordinators, dealing with customers and internal stakeholders to resolve issues and proactively develop effective working relationships with customers. feedback and coaching where required


• Handles and takes ownership of escalations and complaints from co-ordinators, dealing with customers and internal stakeholders to resolve issues and proactively develop effective working relationships with customers

Interviews are taking place a.s.a.p. so apply today.

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Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion.

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Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.