Contact Centre Team Lead

2 weeks ago


Worcestershire, United Kingdom Gleeson Recruitment Group Full time

We are working with a specialist organisation to help them hire a Contact Centre Team Lead. Our client is looking for an experienced manager to join their customer service department on a permanent basis, to support the Customer Service Manager with thedelivery of customer satisfaction.

Our client is looking for an empathetic, honest and attentive individual who is understanding of their primary target customers. It will be your duty to manage the customer service team members, drive engagement to enhance performance and to aid with theirtraining and development. You will be an integral part of the team and therefore will be able to manage your time to ensure that you adopt a "hands-on" approach as well as be accountable for the people management.
- Proven work experience as a Senior Customer Service Advisor, or Team Lead within a contact centre setting
- Support your team to drive quality in their performance; monitoring through call compliance, performance analysis and setting individual / team KPI targets
- Ensure adherence to company procedures
- Bright high energy individual with a passion to learn and contribute
- Detail-oriented, able to keep track of lots of data effectively.
- Happy to deliver group and individual training sessions across the business
- Good computer knowledge and proficient with excel


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