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Customer Service Team Leader
4 months ago
**THE OPPORTUNITY**:
Macildowie are currently recruiting for a **Customer Service Team Leader** working for a large organisation based in **Leicester.** You will prepare the resource planning according to the forecasted customer contact volumes and other operational activities that need to be taken in account. You contribute to the shift review and ensure a fair planning for everyone.Your role is also to engage with the Customer Service management team to review areas for improvement.
You will supervise activities during the days and check that our customers contacts get managed according to our SLA, so that we can provide great customer service: e.g. calls answered within 20 seconds, mails answered within 10 hours and chat managed beforethe customer drops. During the day you will check with the Customer Service Representatives on their status and align with managers if particular care needs to be taken or training needs to be planned. You will also inform management if we have waiting customersso that actions can be taken on time.
**This is a full time permanent position**
**THE ROLE & YOUR RESPONSIBILITIES**:
Contributing to the creation of the resource planning and providing support by any changes in the resource plan.
Proving support for the shift review process to ensure skillset balance is maintained and agent coverage is aligned with the expected service level.
Supporting the development and maintenance of the SOP's (Standard Operating Procedures).
Ensuring a consistent service performance across all different channels.
Tracking of agent availability and adherence to the planning in order to maximize use of resources.
Supporting continuous improvement by leading and supporting operational teams to effectively handle the customer experience.
Providing intraday reports/insights on contact center planning and performance
Ensuring all periodical and ad-hoc reporting on customer files, own insight delivery activities and realization, and elaborate to managers on interpretation.
Contributing to the signaling of process improvement potential, as well as contributing to the development, optimization and modification of department administrative systems and procedures
Validating quality, consistency, accessibility and structure of data, validating models and ensuring preparation of data for machine learning algorithms
Conducting in-depth analysis of data and reports by combining and interpreting external and internal quantitative and qualitative data, processes and development and by data mining for correlations, trends, outliers and probabilities/
Discovering ways in which business value can be added to the data, designing customer interfaces for specific customer needs (in close collaboration with IT), visualizing and modelling output and developing trusted information and true insights
**EXPERIENCE SOUGHT IN THE SUCCESSFUL CANDIDATE**:
**A minimum of 2 years Customer Service Team Leader experience**
Good knowledge of MS Project, Excel, Visio, including the ability to create spreadsheets, manipulate data and produce reports and quotations (i.e. perform V Lookups and create pivot tables).
Customer focused with excellent planning and presentation skills.
Experienced in process management
Knowledge of internal guidelines and procedures for data processing and insight delivery.
Knowledge of customer service level agreements and data governance principles.
Confident in liaising with internal and external customers
Attention to detail; thorough, accurate, pride in delivering quality work.
Strong verbal and written communication with strong interpersonal and team working skills
Ability to think independently, can bring ideas and opinions to the table.
Strong numeracy skills
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