Customer Experience Team Leader

My client is seeking a full time Customer Experience Team Leader to join their rapidly growing business, based in their Southampton office. Although they offer flexible hybrid working conditions, the successful candidate must live within commutable distance of Southampton.

• Manage a team of Customer Experience Analysts.
• Conduct QA of the analyses produced by Customer Experience Analysts to ensure consistency & accuracy.
• Ensure client deadlines are met.
• Coach new staff members.
• Monitor & improve Customer Experience Analyst quality & productivity.
• Verify & approve Customer Experience Analyst timesheets.
• Escalate & manage any issues.
• Respond to queries from Customer Experience Analysts.
• Provide regular reports on project/Customer Experience Analyst progress.
• Highlight any improvements that could be made to systems/methods of working.
• Assist with/run quarterly calibration sessions.
• Recruit & train new Customer Experience Analysts.
• Produce client reporting.
• Work closely with colleagues in a collaborative environment.

Essential

• Proven experience in the management & development of a team.
• Strong interpersonal skills relating to individuals at all seniority levels both internally & externally.
• Ability to work under pressure, use initiative, prioritise & work to tight deadlines.
• Proficiency in Word, Excel & PowerPoint packages.
• Excellent written & oral communication skills.
• Excellent attention to detail.

Desirable

• Previous experience of managing a remote team.
• Proven experience in QA conducted in a contact centre environment.