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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 30th 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.
