Contact Centre Team Lead Position

2 weeks ago


Horsham St Faith, Norfolk, United Kingdom Anglian Home Improvements Full time
About the Role

We are seeking a highly skilled Contact Centre Team Leader to join our dedicated team at Anglian Home Improvements. As a key player in our organization, you will be responsible for leading a team of skilled customer service representatives, ensuring exceptional service delivery and customer satisfaction.

Key Responsibilities:
  • Leading and motivating a team of call centre agents to deliver outstanding customer experiences.
  • Setting performance targets and KPIs for the team to drive continuous improvement.
  • Conducting regular coaching and training sessions to enhance team skills and knowledge.
  • Implementing effective communication strategies to foster a positive team culture.
  • Analysing performance data to identify areas for improvement and implementing corrective measures.
  • Collaborating with other departments to streamline processes and enhance overall customer experience.
Requirements:
  • Proven experience in a contact centre environment, with at least 2 years in a managerial role.
  • Strong leadership and motivational skills.
  • Excellent communication and interpersonal abilities.
  • Analytical mindset with the ability to drive continuous improvement.
  • Familiarity with call centre technologies and tools.


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