Customer Contact Team Leader

Job Description

Position TitleCustomer Contact Team LeaderLocationRomford, EssexSalaryUp to £32,000 plus uncapped commission and excellent benefit packageHoursMonday - Friday, 8:00am - 8:00pm rotational shiftsPrimary Purpose of RoleThe primary purpose of the role is to manage a team of between 10 - 15 telephony agents to deliver service excellence for both our client and its customers.You will lead, coach and inspire a team of agents to drive performance to ensure a first-class quality service to our clients, customers, to ensure both management and client led KPIs are met.Supporting agents in their customer facing role by full understanding the telephony requirements, handling complaints and understanding in depth the client requirements and processes.Identify and championing opportunities for creating efficiencies through the interrogation of data.Working collaboratively with the Contact Centre Manager and other Team Leaders to ensure a high skilled, flexible workforce who are comfortable working in a target driven environment and to develop a culture of continuous improvement.Core Competencies

• Leadership
• Driving Performance
• Problem Solving and Decision Making
• Developing, Influencing and Inspiring Others.

Key Responsibilities and Accountabilities

• Lead, manage and drive your team performance to meet KPI’s and requirements. Ensuring prompt and accurate reporting to stakeholders as required.
• Demonstrate visible and active leadership supporting and challenging colleagues with respect, integrity and honesty.
• Driving individual and team performance through the setting of targets and other key measurements.
• Motivate and support agents to become the best they can be utilising the personal development tools, embracing training, coaching and through open and honest 2-way conversations.
• Supporting the recruitment of staff into the contact centre and the embedment of new staff into the team following completion of induction training.
• Delivery of the required quality standards within the quality assurance framework.
• Being a driver for change through analysis and interrogation of data both directly and indirectly impacting your team to identify opportunities for improvements
• Act as a point of escalation for both clients and client customers expressing dissatisfaction with the levels of service provided through the customer contact team.

Skills and ExperienceEssential:

• Experience of leading a team or achieving results through others using established coaching and training methods.
• Evidence of achieving results through others/driving performance improvement.
• Data inquisitive and analytical to identify trends in activity.
• Adaptable, flexible, resilient and a champion for change.
• Highly proficient in Microsoft Office, and utilisation of CRM systems.
• High levels of emotional intelligence and strong interpersonal skills.
• Strong communicator and proven ability to inspire, motivate and support colleagues.

Desirable:

• Strong driver of change and a continuous improvement mentality.
• Strong planning and organisation and able to work autonomously.
• Strong collaborator able to work across a wider business/organisation.

Required skills

• Development Tools
• Telephony
• Emotional Intelligence
• Team Performance