Contact Centre Lead Agent

2 weeks ago

Chesterfield, United Kingdom Auto Windscreens Full time

Overview:
Under the supervision of the Team Leader the Lead Agent will work closely with the team to provide support and development. Be a key driver of team morale, engagement, and performance whilst demonstrating excellent Customer Service Skills and leadership abilities. A role model who will be visible to ensure the Agents are performing against the targets whilst at the same time reviewing not only their own individual performance but contributing to the GCC as a whole.

**Responsibilities**:
High accountability of multi-tasking, working with the Team Leader and peers to meet the KPI’S across both areas of the GCC.

To support telephony when service is impacted upon own initiative. To spend a percentage of time dedicated to calls to make sure that you truly understand any operational challenges. Responsible for providing full floor support and shift lead duties, highlighting any risk to Senior management.

Responsible for working alongside a Team Leader to enhance and develop both individual and team knowledge through a variety of coaching, feedback and support tools whilst learning and developing your own knowledge.

Provide error analysis and feedback for improvement working with the Team Leader schedule appropriate training, perform a minimum of one monitoring evaluation with each agent every month.

Qualifications:

- Self-motivated to succeed.
- Customer Focused
- Product and service knowledge for your respective area/areas.
- Clear Communicator who has the ability to work under pressure.
- High Level of integrity due to the nature of some of the work requests.
- Provide coaching, feedback and support to team members to enhance knowledge and performance.
- Provide and be the mentor for new starters and Apprentices.
- Highlight trends and issues to assist a Team Leader
- Ability to provide a weekly report to the Team Leader.
- To be able to conduct agent observations and associated activities.
- High accountability of multi-tasking working with the team leader and peers.
- Be a delegated authority for the individual’s Manager as required.
- Log and accurately record customer requests/notifications of loss.
- Adhere to FCA, TCF, GDPR and Data Protection Regulations to remain compliant within the business.

**Essential Skills**
- Excellent customer service and communications skills across various platforms
- Demonstrates a calm and professional attitude at all times adhering and embracing the company values and customer charter.
- Has the ability to demonstrate active listening, identify and resolve customer concerns and enquiries
- Accurate data processing skills
- Good literacy and numeracy skills
- Willingness to develop self and learn new skills

**Desirable Skills**
- Multi skilled
- Strong communicator
- Flexible approach to different situations
- Lives and breathes company values

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