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Contact Centre Team Leader

About the Role

 am currently recruiting for an experienced Team Leader/ Conact Centre Coach to join a newly established and forward thinking business based in Cardiff. The salary for this role is paying £25k + Package.

About the Role

You will be leading a team of 15 FTE you’ll play an essential role, as a hands on coach leading from the front in our mission to deliver a world class customer service experience to customers. You will use your leadership and organisational skills to build, train, support and develop a high performing and motivated team of Customer Service/ Retentions agents.

  • 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.
  • Coach and develop Customer Advisors in exceptional complex and confrontational customer escalations.

Required Skills and Experience:

  • Experience of heading up a team of roughly 15 FTE is an essential pre-requisite as this is what you will be doing.
  • Lots of Energy with a positive outlook on life
  • Vibrant
  • A Can-Do hands on approach is our desired attitude
  • 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.

constantly on the hunt for the best candidates