Contact Centre Team Leader

2 months ago

Bristol, Bristol, United Kingdom Serco Full time

Contact Centre Team Leader Opportunity

About the Role

We are seeking a highly skilled and experienced Contact Centre Team Leader to join our team at Serco. As a Team Lead, you will be responsible for leading a team of Contact Centre Advisors, providing support to the team and customers as needed.

Key Responsibilities

  • Manage performance, absences, career development, employee engagement, and any disciplinary and/or grievance matters arising in the team.
  • Manage employee resource to ensure deadlines and targets are met within agreed timeframes.
  • Optimise use of medical, administrative, accommodation, and IT resources to schedule examination appointments in line with targets.
  • Produce and utilise statistical data and work management reports to effectively manage workloads.
  • Provide performance reports/data as required.
  • Build and maintain positive customer relationships.
  • Manage multiple teams with a variety of job content and performance targets.

Requirements

  • Extensive customer service experience in a contact centre environment.
  • Ability to develop good relationships with customers and colleagues.
  • Ability to organise and prioritise work effectively.
  • Ability to work flexibly as needed due to the demanding nature of the role.
  • Ability to challenge conventional ideas and persuade people to engage with new processes or developments to achieve business objectives.
  • Desirable: Experience in managing a team or being a team leader.

What We Offer

  • Up to 6% contributory pension scheme.
  • Free parking on site or 5-minute walk from public transport links.
  • A range of benefits to support the health and wellbeing of you and your family.
  • Access to a huge range of discounts and exclusive deals.
  • A fantastic culture and supportive team where you'll get the chance to make a positive difference in a company passionate about diversity and inclusion.
  • Professional and personal development opportunities.

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