Contact Centre Team Lead
4 weeks ago
Job Summary:
We are seeking an experienced Contact Centre Experience Manager to join our team at More Recruitment SLC LTD. As a key member of our operations team, you will be responsible for leading a team of collectors and driving performance improvement across the contact centre.
Key Responsibilities:
- Lead and manage a team of collectors to achieve set targets and objectives
- Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs)
- Develop and implement strategies to improve collector performance and customer satisfaction
- Collaborate with dialler and campaign managers to ensure call demands are met
- Provide coaching and feedback to collectors to improve their skills and knowledge
- Work closely with the HR department to ensure attendance and performance management processes are followed
Requirements:
- 1 year of supervisory experience in a contact centre environment
- Leadership and team management experience
- Excellent communication and interpersonal skills
- Ability to analyze data and make informed decisions
- Knowledge of contact centre operations and performance management
What We Offer:
- Competitive salary: £32,000.00-£34,000.00 per year
- Company pension
- Free parking
How to Apply:
If you have the skills and experience we're looking for, please submit your application with your CV and a cover letter explaining why you're the ideal candidate for this role.
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