Job Description

Working for a reputable organisation within a retailing contact centre environment two roles for experienced Team Leaders have arisen due to another Contact Centre opening. An excellent company that believes in employee engagement and succession planning.

Managing a team you will be responsible for training, development and motivating individuals to ensure that their development and the company’s objectives are met. You will be someone that places customer service high up on the agenda and have a proven track record of implementing processes and systems within a call centre environment. To lead, coach and motivate a team of Customer Service Agents (CSA) within the Contact Centre focused on Aftersales, to ensure that all performance targets are achieved and that individuals are developed so that they continually improve and fulfil their potential, whilst working to the agreed headcount.

To communicate effectively with the team, peer group, line management, external customers and business contacts. Working as an effective member of the local management team.

Ensure at all times that the team, provides first class customer service, and delivers a positive customer experience.

To ensure adherence within the team to agreed Contact Centre procedures in order to ensure consistency of process and procedures, guidelines and optimisation of operational efficiency.

This role requires excellent time management skills and previous management exposure.