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Team Leader - Customer Service

Hays Contact Centres Jobs


Posted by: Hays Contact Centres
View all jobs from Hays Contact Centres
Address: 5th Floor
Summit House
Cardiff
CF10 3BX
Contact Details: 02920 394525
Date Posted 4th Jul 2008
Reference Code: 3852462
View Since Posting: 9
Salary: £18000 - £24000 per annum + Benefits
Vacancy Location: Cardiff
Full Description:
To develop a  team of Customer Service Advisors 
To support Customer Service Representatives to deal effectively with all types of customers and provide additional support to deal with dissatisfied or irate customers     
To ensure team presence is at predicted level to support call volume and that scheduling is adhered to
To review and prioritise all company information and communicate appropriately
To be aware of call volumes and proactively react and plan accordingly
To analyse, productivity and other specified reports to identify and deal with coaching needs and provide reward and recognition where appropriate
To prioritise and monitor team calls
To prioritise and hold individual 1:1's with all members of the team and develop appropriate action plans for coaching and development
To provide coaching and guidance to Trainees 
To consistently manage and lead the team in line with all company policies and procedures, whilst considering individual differences
To complete all necessary paperwork and liase with relevant areas of the business to resolve any queries
To support and build rapport with other areas of the business e.g. workforce, payroll and human resources 
Working Hours Midweek 12noon - 8pm, working one shift on either a Saturday or Sunday per week