Customer Service Team Leader

3 weeks ago


Leicester, Leicester, United Kingdom Otis Full time

Customer Service Team Leader

As a Customer Service Team Leader at Otis, you will be responsible for managing team performance, ensuring quality customer call handling, and prompt dispatch of engineer calls. You will also prepare cover rota's for all UK regions, monitor notes added to the CRM system by agents, and act as an escalation interface for field colleagues and on-call managers.

Key Responsibilities:

  • Manage team performance to achieve contracted client KPI's
  • Prepare cover rota's for all UK regions
  • Monitor notes added to the CRM system by agents
  • Act as an escalation interface for field colleagues and on-call managers

Requirements:

  • Great coaching, mentoring, and leadership experience, ideally within a busy call centre
  • Proven experience dealing with a high workload, able to work both proactively and reactively to resolve external complaints
  • Able to work over the weekend, giving you the chance to have the week free

About Otis:

At Otis, we are committed to providing top-class, in-house training to our employees, giving them the knowledge and tools to deal with a wide range of queries. We offer a competitive salary, pension, and benefits package, as well as opportunities for personal and professional development.



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