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!
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
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…