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Contact Centre Team Leader (customer operations)

About the Role

We are looking for an experienced Contact Centre Team Leader for a fantastic , rapidly growing, exciting business based in Cardiff.

This role is leading a team of Customer Operations Agents  who are responsible for managing the relationships with our clients customers, ensuring that each customer has all the information they require about the product and that each customer is utilising the product to its maximum.
We are looking for a Rock Star of an individual who is outgoing, motivational, energetic individual who has a background in leading teams to deliver exceptional service.
you will be responsible for:

  • Leading a team of  Customer Operations Agents as they work towards providing the best possible outcomes for our customers and our business
  • Developing the skills of existing team members, identifying areas for improvement (1-1s, coaching sessions, huddles, team meetings, etc) to affect positive change.
  • Working closely with and building relationships with key internal stakeholders
  • Acting as an escalation point for team members on the floor when support is required
  • Monitoring, analysing and updating stakeholders on key performance measures.
  • Ensuring all team members have structured development plans in place. 
You will have:
  • Meticulous attention to detail 
  • Experience to interpret basic data sets
  • To genuinely care about the development of the team and the individuals you manage
  • Ability to give and receive constructive feedback
  • A burning ambition to succeed demonstrated by wins in previous/current roles
  • Be a champion of change and flexibility
  • Able to own mistakes with conviction and celebrate wins with passion
  • Management Experience is essential 

constantly on the hunt for the best candidates