Contact Centre Team Leader

7 months ago


Redditch, United Kingdom Gemporia Partnership Full time

Gemporia began in 2004 and we are a British live television and online jewellery retailer sourcing gemstones across the globe. Since the end of 2017, we are now very proud to be an employee-owned company and we are constantly seeking to grow our successful team.

Assist the Head of Contact Centre with continuous process improvement within the Contact Centre. Responsible for effective leadership and development of up to 15 Customer Service Advisors.

**Duties**:
Schedule Adherence

Ensure CSA adherence to schedule (shift patterns and breaks).

Ensure 1-2-1s and Team Meetings are scheduled and completed.

Ensure Contact Centre rota is updated with any changes as required.

People experience

Assist Head of Contact Centre with employee engagement by highlighting potential activities that would maintain CSA interest in the business.

Assist CSA learning and development through “on the job” coaching.

Highlight and resolve any CSA performance concerns through the monthly one to one process.

Highlight any CSA training needs through the monthly one to one process.

Processes

Support the implementation of any new products and services within the CC.

Ensure adherence to policies: Absence, late policy, code of conduct etc.

Annual DSEs completed for all CSAs

Ensure administration work types within the Contact Centre are dealt with daily.

Technology

Identify and help drive system (Amber and Sapphire) improvements that are both beneficial to business cost and customer service enhancement.

Identify and assist with any telephony enhancements required.

Customer experience

Escalate unresolved customer concerns or operational issues to the Head of Contact Centre.

Assist CSAs with customer complaint resolution when required.

Regularly review outputs of quality monitoring forms and scoring mechanism to ensure consistent customer service.

Take customer calls as required.

Management information

Report any shift issues to the Head of Contact Centre and capture shift information on daily handovers.

Working 7 day fortnight (which includes weekends) 7.30am to 4.30pm.

NO RECRUITMENT AGENCIES PLEASE.

**Job Types**: Full-time, Permanent

**Salary**: £20,794.00 per year

**Benefits**:

- Casual dress
- Employee discount

Application question(s):

- Do you have all the experience and skills stated in the job description before sending your CV?
- Can you commute to our office in Redditch, Worcestershire, B98 9HF without having to relcoate (no home working offered all office based)?

Work Location: In person



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