Contact Centre Team Leader
2 days ago
Job Summary
We are seeking a highly skilled and experienced Contact Centre Team Leader to join our team at Serco. As a Team Lead for Customer Service Excellence, you will be responsible for leading a team of Contact Centre Advisors and 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.
- Optimize use of medical, administrative, accommodation, and IT resources to schedule examination appointments in line with targets.
- Produce and utilize 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 organize and prioritize 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/team leader - we will consider applicants without management experience who possess substantial contact centre experience.
What We Offer
- Up to 6% contributory pension scheme
- Free parking on site/5-minute walk from public transport links
- A range of benefits to support the health and wellbeing of you and your family, such as an Employee Assistance Programme, health app, health plans, annual leave purchase scheme, and more
- Access to a huge range of discounts and exclusive deals, such as Merlin Attractions, mobile phone, cinema, leisure, shopping, and hospitality discounts
- 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, including training and coaching opportunities to help you grow in your career
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