We are seeking a highly motivated and experienced Contact Centre Team Leader to join our clients team. The ideal candidate will be responsible for overseeing the daily operations of the contact centre, ensuring that the team delivers outstanding customer service and meets performance targets. This role will be fully office based in central Coventry working normal business hours Monday - Friday between 8:30-5:30.
Key Responsibilities:
- Lead, mentor, and motivate a team of contact centre agents to achieve individual and team goals.
- Monitor and manage team performance, providing regular feedback and conducting performance evaluations.
- Develop and implement strategies to improve customer satisfaction and operational efficiency.
- Handle escalated customer inquiries and resolve complex issues promptly and effectively.
- Conduct regular training sessions and provide ongoing coaching to team members.
- Maintain a positive and professional work environment, fostering teamwork and employee engagement.
Experience:
- Proven experience as a Contact Centre Team Leader or similar supervisory role in a customer service environment, ideally in utilities.
- Strong leadership and people management skills with the ability to inspire and motivate a team.
- Excellent communication and interpersonal skills.
- Ability to analyse data and generate reports to assess team performance.
- Strong organisational skills and the ability to manage multiple tasks simultaneously.