Contact Centre Team Leader
3 days ago
**Contact Centre Team Leader**:
**London, England, United Kingdom**:
**THE ALLSAINTS TEAM**
At AllSaints we are in the business of feelings - making our customers feel cool and confident. If, like us, you believe in the power of a great outfit, we'd love to talk to you.
We're a global brand made up of a very diverse mix of talented people in a huge variety of roles. Our products are designed in house and made by a small number of suppliers and artisans around the world to sustainable standards.
We are a brand embarking on a very exciting plan and we are seeking new members of the team who want to contribute to this.
**THE ROLE**
Reporting to the global assistant customer experience manager you’ll work within a global multilingual contact centre team. Your role is to provide leadership to customer contact centre agents and drive performance across all channels and ensure our customers receive the best service. You’ll have full responsibility for managing the day to day service and operations and be encouraged to make necessary decisions. You’ll have the skills to develop your team as well as handling HR administration. You’ll ensure the department maintains service levels and exceeds targets; including increasing the NPS and CSAT scores, first response times and quality control; as well as resolving escalated customer cases and managing your own workload.
**WHAT WILL I BE DOING?**
- Managing a team within a high paced digital contact centre environment across multiple shift patterns to achieve targets and KPI’s and maintain service excellence
- Owning all aspects of team development, coaching, training and HR management
- Driving retention and succession of team by providing positive leadership
- Anticipating and identifying problems to action solutions swiftly
- Ensure all operational activities are delivered within service levels to achieve KPIs using in house systems such as CRM and payment gateways
- Personally handle escalations and complaints with confidence and conclusion
- Cascading information from management meetings to the team consistently, across all shifts including huddles
- Delegating tasks, workload allocation and support the team continually across all channels including social media
- Working in partnership with fellow Global Team Leaders and managers
- Represent the voice of the customer through accuracy in team logging and reporting
- Supporting twitch ad hoc business and departmental projects as needed
- Running reports for the business and analyzing data to make decisions on floor planning
- Liaising with internal departments such as finance, Brand protection, distribution, legal, technical, retail operations to action case resolution and improvements, as well as escalating any customer facing issues to relevant departments
- Liaising with external business partners such as courier partners and payment providers
- Responsible for safety and security of staff and facilities
- Protect Brand reputation and assets, follow brand bible guidelines
- Handling incidents and accident claims confidently and offering resolutions
**WHAT SKILLS DO I NEED FOR THE ROLE?**
- Previous experience working in an e-commerce retail contact centre environment
- Experience in successfully line managing a team of customer experience agents to perform in line with KPIs consistently and deliver a positive br
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