This is not a remote position
Position Overview:
As a Contact Centre Team Leader, you will be responsible for managing and leading a team of customer experience agents to ensure the delivery of outstanding customer experiences. Your primary focus will be on driving team performance, meeting targets, and fostering a positive and collaborative work culture within the contact centre.
Key Responsibilities:
Team Leadership:
* Lead, motivate, and inspire a team of customer experience agents.
* Set clear performance expectations and provide regular feedback.
* Conduct regular team meetings to communicate updates and share best practices.
* Foster a positive and inclusive team culture.
Performance Management:
* Monitor individual and team performance against key performance indicators (KPIs).
* Implement strategies to achieve and exceed performance targets.
* Identify and address performance gaps through coaching and development plans.
Operational Excellence:
* Ensure efficient operation of the contact centre, optimizing workflows and processes.
* Collaborate with other members of the management team to resolve customer issues.
* Monitor and analyse data to identify areas for improvement.
Training and Development:
* Work with the training and compliance manager to deliver training programs for new and existing team members.
* Provide ongoing coaching and mentorship to enhance team members' skills.
* Identify opportunities for continuous learning and skill development.
Customer Satisfaction:
* Drive a customer-centric mindset within the team.
* Resolve escalated customer issues in a timely and effective manner.
* Gather customer feedback and use it to improve service quality.
Qualifications:
* Bachelor's degree in business administration or equivalent work experience.
* Proven experience in a leadership role within a contact center environment.
* Strong understanding of customer service principles and practices.
* Excellent communication and interpersonal skills.
* Proficient in using contact center software and customer relationship management (CRM) tools.
Key Competencies:
* Leadership and team management
* Strong analytical and problem-solving skills
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced and dynamic environment
* Customer-focused with a commitment to delivering exceptional service
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