Team Leader - Live Chat
Grantham

About the Role

A fantastic opportunity for someone who is passionate and has proven experience of working and managing the Live Chat in the contact centre.  This role will be to lead and develop a team in the Live Chat channel and the wider business. 

About the Role:

  • Lead, develop and coach a Live Chat team
  • Analyse the communication behaviour of the live chat channel and maximise performance
  • Always seek to improve the services accessible for the clients
  • Proactively encourage internal and external clients to utilise the live chat and whatsapp channel
  • Perform appraisals, training and coaching to enhance the operational efficiency
  • Provide the senior management with data to ensure any training opportunities are utilised
  • Review the client journey through live chat and seek to improve this where possible
  • Work with marketing to encourage clients to use the live chat and whatsapp communication channels

 Required Skills and Experience:

  • At least one years proven experience of working in a coaching / training role in the Live Chat channel
  • Proven people management and development experience
  • Up to date live chat knowledge and experience
  • Excellent communication skills
  • Knowledge and experience of working in the contact centre environment
  • Ability to work using initiative and prioritise work

 


Cactus Search is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to Cactus Search, directly or via any of our adverts on other platforms, your personal data will be held on our secure relationship management system for a maximum period of 36 months. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time and following a period of 36 months inactivity your CV will be removed permanently from our records


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