Contact Centre Team Leader
Telford

About the Role

I am currently recruiting for an experienced Contact Centre Team Leader to join a rapidly growing, dynamic and forward thinking business based in Telford.

Leading a team you’ll play an essential role in delivering a world class customer service experience to our clients customers. You will use your leadership and organisational skills to build, train, support and develop a high performing and motivated team of Customer Service staff.

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.
  • Coach and develop Customer Advisors in exceptional complex customer queries

The successful individual will have experience of heading a team in a Contact Centre operation, we are unable to consider anyone who doesn’t have a background in Contact Centre leadership.

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