Contact Centre Team Leader
7 months ago
Our Team Leaders play a vital role within the business. Day to day they lead, coach, and motivate teams, always ensuring that customers and clients receive a world class experience.
You will work in partnership with the Operations team and other key stakeholders within the business. You will manage and maintain a professional, efficient, and customer-focused team through successful leadership.
**Role Responsibilities/Accountabilities**:
- Day to day leadership of Contact Centre advisors.
- Regularly review and feedback call quality.
- Ensure that departmental KPI’s are being met; utilise reporting structure for all Service Levels and KPIs.
- Take responsibility for the development of team members to support the achievement of departmental KPIs.
- Ensure a safe and harmonious working environment.
- Promptly address any HR processes where required.
- Have a focus on customer experience and help to drive accuracy. - Hold monthly performance reviews and regular coaching/quality sessions.
Experience/Skills required:
- Experience of successfully motivating a team.
- A strong understanding that good results are only achieved through investment in people.
- Ability to coach, train and develop individuals.
- Excellent planning, organisation, and communication skills.
- Strong understanding of Contact Centre metrics is essential.
- Proven success in a Contact Centre supervisory environment or equivalent.
Why work for Cymphony?
- Be part of a team built on trust, care, teamwork and simplicity.
- Flexibility to enable you to work from home, in our beautiful office in Crewe, or hybrid.
- We are a growing business with opportunities to develop your long term career goals.
- Competitive salary and benefits
**Salary**: £25,000.00-£30,000.00 per year
Schedule:
- Monday to Friday
Work Location: In person
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