Team Leadership Development Specialist
4 weeks ago
Hastings Direct is seeking an experienced Contact Centre Team Leader to join our team in Leicester, with a focus on customer satisfaction, retention, and performance improvement.
Key Responsibilities
- Lead a team of contact centre agents, providing guidance, coaching, and feedback to ensure excellent customer service.
- Develop and implement strategies to improve first-time call resolution rates and customer satisfaction scores.
- Collaborate with other teams to identify and address performance gaps, implementing corrective actions as needed.
- Maintain accurate records of team performance, using data and metrics to inform decision-making.
Requirements
- A minimum of 2 years' experience in a contact centre leadership role, with a proven track record of improving customer satisfaction and reducing abandonment rates.
- Strong communication and interpersonal skills, with the ability to build relationships with diverse stakeholders.
- Proficient in Microsoft Office, with experience in using data analytics tools to drive business decisions.
- Able to work independently and as part of a team, with flexibility to adapt to changing priorities and deadlines.
Salary and Benefits
- A competitive salary range of £15,600 - £21,466, pro-rated based on agreed hours.
- A comprehensive benefits package, including hybrid working arrangements, pension scheme, and life insurance.
- Ongoing training and development opportunities to enhance your leadership skills and stay up-to-date with industry trends.
- The chance to work with a dynamic team, making a real impact on customer experiences and driving business growth.
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