Contact Centre Team Leader
2 weeks ago
**_**CENTRAL TOWN LOCATION, CLOSE PROXIMITY TO TRANSPORT LINKS, NO WEEKEND WORKING OR SHIFTS. FULL TIME IS 35 HOURS PER WEEK, BETWEEN MONDAY TO FRIDAY ** _**
This is a fantastic opportunity to join a highly successful and growing organization as a Contact Centre Team Leader.
Your role will be varied, responsibilities include data analysis, reporting, quality monitoring, driving performance, project planning, coaching/development, performance management and answering interactions / escalations.
This is an office-based role at our Redhill office
**The Role**
- Produce accurate reports and identify trends in data, proposing solutions to optimise productivity and enhance services
- Guide and motivate a team to provide exceptional customer service
- Monitor team progress towards quality and performance targets
- Complete monthly coaching and 121’s with your direct reports, including performance improvement or development plans as required
- Assist with project planning, business pitches and recruitment
- Be a point of reference on more technical issues and non-standard queries
- Support Contact Centre new service installs
- Assist with escalations and other incoming interactions as required
- Provide an exceptional level of service, adapting to different caller scenarios and problems
- Positively represent WTW and our Clients by providing a friendly and professional service
- Inform the team of procedure changes and member communications
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