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Contact Centre Team Leader
This job has expired, and cannot be applied for.
- Posted By: Red Recruitment
- Address:
- Contact: 02920 414991
- Date Posted: 5th Sep 2008
- Salary: £18k - £20k + Annual Bonus up to £4k
- Location: Cardiff
- Reference Code:
- Views Since Posting: 276
- Full Description:
Job Title: Contact Centre Team Leader
Salary: £18 - £20k plus annual bonus up to £4k
Job Type: Permanent
Hours of Work: Flexible between 8am and 8pm
Day To Day Duties:
Working in a high volume call centre you will be responsible for all aspects of performance and behaviour within your team of 10-15 customer service advisors. Responsibilities include:
• Managing team performance to ensure exceptional customer service and call quality
• Ensuring team members are skilled enough to handle complaints
• Handling escalated complaints
• Managing absence and punctuality to ensure staffing levels are consistently at the required level
• Identify training needs through the review of management information and call monitoring
• To provide training and coaching to cover any training / skills gaps
• Organise regular 1:2:1s with approprtiate action plans being agreed and adhered to
• To demonstrate reward and recognition where appropriate
• To ensure your team members’ are in line with Company policies and procedures
• To recruit team members
Required qualifications and experience:
• A minimum of 12 months experience as a team leader in a high volume call centre
• A proven ability to successfully coach and develop team members to deliver an improved performance
• The ability to manage attitude and behaviour including absence management
• Experience in working towards KPIs and SLAs
• Ability to run team meeting; strong presentation skills
• A team Player with the ability to work on own initiative
• Clear and concise communication with the ability to handle objections
• The ability to show empathy and understanding to personal situations
• The ability to deal with complaints at a senior level
Skills:
• Good communication skills including effective listening skills
• Must be dedicated, reliable, self motivated and have the desire to develop and progress
• The confidence to present at team meetings to agents and fellow managers
• Training and coaching ability
• The ability to motivate others and remain self motivated
• Complaints handling
• Skilled in all aspects of performance and absence management
• Recruitment and selection skills
Benefits:
• Competitive rate of pay
• Achievable targets
• Good training and ongoing support for development
• Flexible working hours
• Fun and friendly working environment
• Being part of a successful growing team
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