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Contact Centre Manager
2 months ago
Job Title: Accommodation Team Leader
Job Summary:
We are seeking an experienced Accommodation Team Leader to join our team at Avature. As a key member of our operations team, you will be responsible for leading a team of customer service advisors in a fast-paced contact centre environment.
Key Responsibilities:
- Customer Service: Provide exceptional customer service to our clients, responding to customer enquiries and complaints in a professional and timely manner.
- Team Leadership: Lead and motivate a team of customer service advisors, setting performance targets and monitoring progress to ensure high levels of customer satisfaction.
- Performance Management: Conduct regular performance reviews, identify training needs, and develop training plans to improve team performance.
- Quality Assurance: Ensure that all customer interactions meet our high standards of quality and service excellence.
- Operational Management: Manage the day-to-day operations of the team, including staffing, scheduling, and resource allocation.
- Communication: Liaise with internal stakeholders, including supervisors, team members, and contract managers, to ensure seamless communication and collaboration.
- Continuous Improvement: Identify areas for improvement and implement changes to enhance team performance, efficiency, and customer satisfaction.
Requirements:
- Leadership Experience: Proven experience in leading a team in a contact centre environment.
- Customer Service Skills: Excellent customer service skills, with the ability to respond to customer enquiries and complaints in a professional and timely manner.
- Communication Skills: Strong communication skills, with the ability to liaise with internal stakeholders and communicate effectively with team members.
- Problem-Solving Skills: Ability to identify and resolve complex customer complaints and issues.
- Technical Skills: Proficient in MS Office Suite and other relevant software applications.
What We Offer:
As a member of our team, you will have the opportunity to work in a dynamic and fast-paced environment, with a competitive salary and benefits package. We are committed to developing our employees and providing opportunities for career growth and advancement.
