Contact Centre Team Leader
4 days ago
The Role
In your new role as Team Leader, you will lead, manage, motivate and develop a team of advisors who provide front line support to our guests or travel agents.
- Successfully run a team of advisors, ensuring that guests are receiving the best service possible
- Undertake call monitoring and prove feedback
- Implement support and training plans for both individuals and across the team
- Work with other team leaders within the contact centre, as well as scheduling, planning etc
- Empower Senior Advisors, encouraging their development and provide support when needed
- Ensure that targets are met and exceeded, including financial and service
- Work with the Contact Centre Manger on the creation and delivery of the team strategy, creating an environment where the team can take proactive ownership of the guest journey, question working practises, and provide solutions in order to provide the bestguest experience.
- About You
We are looking for someone who has experience in a leadership/management position within customer service (ideally a contact centre) and has proven success in handling escalations.
You must be experienced in coaching staff, with the ability to keep the team motivated, whilst offering full support to the team.
Although not essential, experience within travel and tourism would be beneficial.
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