Contact Center Team Lead

3 weeks ago

Belfast Northern Ireland, Northern Ireland, United Kingdom HCLTech Full time

Job Description:


  • day-to-day call centre operations, including staff scheduling, performance monitoring, and resource allocation.
  • and implement strategies to improve call centre efficiency, productivity, and customer satisfaction.
  • monitor, and report on key performance indicators (KPIs) such as call volume, average handling time, and customer satisfaction scores.
  • coach, and mentor call centre team leaders to ensure they have the necessary skills and knowledge to provide excellent customer service.
  • a positive work environment that promotes employee engagement, motivation, and retention.
  • call centre metrics and customer feedback to identify areas for improvement and implement corrective actions.
  • with other departments, such as IT, HR, to ensure smooth operations and alignment with company goals.
  • escalated customer complaints and resolve complex issues in a timely and professional manner.
  • up to date with industry trends, best practices, and emerging technologies to continuously improve call centre operations.
  • and present regular reports on call centre performance to senior management.


Behavioural Competencies:


  • Demonstrates strong leadership qualities, inspires, and motivates team members, and leads by example.
  • Possesses excellent verbal and written communication skills, actively listens, and effectively conveys information.
  • Intelligence: Displays self-awareness, empathy, and the ability to manage emotions in high-stress situations.
  • Demonstrates flexibility and adaptability in a fast-paced, ever-changing environment.
  • Exhibits strong analytical and problem-solving skills, able to think critically and make sound decisions.
  • Works effectively with cross-functional teams, fosters positive relationships, and promotes a collaborative work environment.
  • Focus: Demonstrates a deep commitment to customer satisfaction, going above and beyond to meet customer needs.
  • and Development: Provides ongoing coaching, feedback, and development opportunities to help team members grow and succeed.


Experience:

  • Minimum 2 year in Team management

Required:

  • Right To Work in the UK
  • Complete and clear our Backgrounding checks (Financial & Criminal) due to nature of the job.

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