Shift Team Leader (Contact Centre)

We are seeking an inspirational, motivated and experienced Team Leader to join a progressive and successful business locally. You will manage a team of customer service advisors to ensure that pre-determined service levels are achieved in line with customer contracts and that customer’s expectations are met or exceeded. You will work across a weekly rotating shift pattern from 6am – 2pm, 10am – 6pm and 2pm – 10pm. The Team Leader must be highly people focussed ensuring that there is an inclusive team spirit and that all team members understand their objectives and work together to achieve them. Through constant monitoring and coaching, you will ensure that everyone is working towards the same goal.

Key Accountabilities

Responding to all requests, ensuring they are resolved effectively and efficiently against service level agreements.
Effectively manage the day to day delivery of SLA’s.
Assist customers to find solutions, keeping them updated and assured.
Measure, monitor and work to drive down incident levels.
Ensure high quality service to both internal and external customers.
Identify and provide additional staff training to ensure that support is given in a consistent manner.
All team members to be cross trained to support all customers.
Ensure that team’s KPIs are monitored; and actions are taken to ensure high utilisation of resources.
Implement team goals or objectives.
Mediate any interpersonal issues.
Provide effective coaching and feedback on performance to team members.

Required Skills

Proven first line management experience.
Customer centric approach to performance.
Demonstrate the ability to performance manage teams and individuals to ensure delivery of customer excellence.
History of developing high performing teams.
Be able to meet targets and handle a high pressure environment.
Excellent customer service and communication skills.
Excellent 'people skills' for building relationships with colleagues at all levels.
The ability to plan and prioritise your own and others work load.
Be able to work on own initiative.
Customer oriented.
The ability to motivate people.

If you have the required skills for the role and would like to discuss this in more detail, then please contact Will Taylor on 01522 522101 for a confidential discussion around the role, or you can apply via the links available.

June 17, 2014 • Tags:  • Posted in: General

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