Call Centre Team Lead

2 months ago

Ringwood, Hampshire, United Kingdom Churchill Estates Management Ltd Full time
About the Role

We are seeking an experienced Call Centre Supervisor to join our team at Churchill Estates Management Ltd. As a key member of our operations team, you will be responsible for leading a team of customer service representatives and ensuring the delivery of exceptional service to our clients.

Key Responsibilities
  • Supervise and support a team of customer service representatives to achieve high levels of customer satisfaction and service delivery.
  • Recruit, train, and develop team members to ensure they have the skills and knowledge required to excel in their roles.
  • Manage the duty roster and workforce planning to ensure the call centre is staffed appropriately at all times.
  • Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement changes to drive business growth.
  • Provide coaching and feedback to team members to help them improve their performance and achieve their goals.
  • Collaborate with other departments to ensure seamless communication and coordination across the organization.
  • Stay up-to-date with industry trends and best practices to ensure our service delivery remains exceptional.
Requirements
  • Proven experience in a call centre or customer service leadership role.
  • Excellent communication and interpersonal skills.
  • Ability to analyze data and make informed decisions.
  • Strong leadership and coaching skills.
  • Ability to work in a fast-paced environment and prioritize tasks effectively.
  • High school diploma or equivalent required; degree in business or related field preferred.
What We Offer
  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • Collaborative and dynamic work environment.
  • Recognition and rewards for outstanding performance.

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