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Team Leader (Contact centre)

About the Role

Job Summary:

We are currently searching for a passionate team leader to join a fast paced, innovative & growth focused business in Newport. You will be tasked with leading and enthusing an effective and vibrant team of 12-15 agents.

Experience of heading up a team of at least 10 FTE is an essential pre-requisite. As the ideal candidate you will have experience delivering on KPI’s and SLA’s daily and leading your team’s development through quality feedback and 1:1’s.

We are seeking a Customer Centric and highly Customer Focussed professional whose role it will be deliver breath-taking customer service through inspirational and innovative leadership.

 Key Responsibilities:

  • Contribute to the development and implementation of the customer services model
  • To work with the planning function to ensure staffing is adequate for the needs of the business across the multiple shifts
  • To actively ensure the processes, objectives and strategy within customer services facilitate growth, increased productivity and cost efficiency.
  • Lead, support and inspire your agents to deliver exceptional customer service, assign key tasks and responsibilities, set objectives, monitor performance and review on a regular basis.
  • Exceptional attention to detail with a high degree of accuracy with an ability to deliver business plans.

If you feel you have the required prerequisites please do get in touch.


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