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Contact Centre Team Leader

Location: Newcastle

Salary:

Job Type: Permanent

Job ID: 168673

Contact Centre Team Leader

 

Office based role! Covid security measures are in place which includes weekly testing for all employees!

 

greenbean are working with a global company who are rapidly expanding their New Centre of Excellence in Newcastle. This is a fantastic opportunity to join a market leading business that offer genuine career development!

 

Our client is looking to recruit a dynamic, passionate and enthusiastic Contact Centre Team Leader to lead a growing team of Customer Service Advisors. We are looking for someone that can drive performance in a fast-paced environment and is passionate about people development, process improvement and customer experience!

 

Responsibilities:

 

  • Leading a team of Customer Service Advisors to ensure they deliver world class customer experience.

  • Ensuring your team provide excellent customer service whilst troubleshooting technical issues within a busy contact centre operation.

  • Be responsible for all of your team’s customer interactions and performance

  • Working with senior leaders to deliver operational improvements

  • Working closely with your Customer Service Advisors to ensure they meet all their KPI’s and SLA’s

  • Carrying out call quality checks for each customer service advisor, providing them with regular feedback and coaching

  • Daily management of your team and conducting team meetings

  • Developing staff through monthly 121's and ongoing training and coaching

  • Adherence to HR guidelines

 

About you:

 

  • Previous experience in a customer focused Team Leader role

  • Passionate about people development and customer experience

  • Experience in managing change in a fast paced and agile environment

  • Ability to work under pressure, manage your time effectively and work on your own initiative

  • Excellent analytical, decision making and problem solving skills

  • Self-motivated, ambitious and determined

  • Ability manage and drive performance

  • Excellent communication skills at all levels

  • Good competence level in Microsoft Packages

 

Key words: Team Leader, Team Manager, Contact Centre Team Leader, Contact Centre Team Manager, Customer Service Team Leader, Customer Service Team Manager.

 

Please apply immediately via the link…

 

Matt Lazenby