Customer Services Team Leader

Job Profile

Job Ref - 001199
Job Title - Customer Services Team Leader
Location - Milton Keynes
Salary - to £25K+ Bens 

Details:

New and exciting contact centre operation is urgently looking to recruit a Customer Services Team Leader to manage and motivate a team of 15 agents.

Size of Team: 15

Key Skills / Experience Required:

• Previous Line Management experience within a Call Centre environment
  
• Previous experience in recruiting staff is also desirable

Role Profile:

The role of the Customer Service Team Leader is directly responsible for the best practice day-to-day process and people management within a client operation.

The Customer Service Team Leader is responsible for team productivity and performance against contractual service levels.

Key Responsibilities:

• Proactively manage efficient team delivery and output within agreed service levels and business targets.
  
• Help maximise gross profit through effective and proactive resource and process management.
  
• Effectively manage business processes within the Team, such as time and attendance and ACD reporting, to ensure customer satisfaction and accurate flow of information to internal sources.
  
• Resolve escalated enquiries and complaints, taking responsibility for the action required where necessary.
  
• Participate as required in reviews of operational processes, aimed at developing efficiencies that will support the growth of the business in terms of both revenue and client service delivery.
  
• Regularly appraise and review staff in line with Company methodology for probation, objective-setting and appraisal management.
  
• Ensure training and development plans are maintained for all team members.
  
• Escalate anomalies in call/contact flows forecasts.
  
• Manage the fair and consistent application of performance management and disciplinary measures as necessary.
  
• Take direct control of team attendance levels. Use Company methodology and own initiative to ensure attendance targets are achieved.
  
• Take direct control of team retention levels. Use Company methodology and own initiative to ensure retention targets are achieved.
  
• Provide motivation and management of the staff in order to maintain required levels of retention, attendance and operational excellence.
  
• Lead the team by example, acting as mentor and role model. Provide clear and constructive feedback to lever performance and service delivery.
  
• Understand and maintain all people management metrics, including performance management, conduct management and time and attendance reporting.

Package:

to £25K+ Bens

Contact charlotte.busby@cactussearch.co.uk or 01905 330 780