SF Recruitment are working with a business based in Coventry who are looking for a Contact Centre Team Leader to join the team
Office based
£31,000 plus Health Insurance

Job Summary:

We are seeking a dynamic and experienced Contact Centre Team Leader to join our customer service department. The successful candidate will be responsible for supervising, guiding, and motivating a team of contact centre agents to deliver exceptional customer service. This role requires excellent leadership, communication, and problem-solving skills, as well as a commitment to driving performance and achieving targets.

Key Responsibilities:

Team Supervision: Oversee daily operations of the contact centre team, ensuring all agents adhere to company policies and procedures.
Performance Management: Monitor and evaluate individual and team performance through metrics and KPIs. Provide regular feedback, coaching, and training to improve performance.
Customer Service Excellence: Ensure high levels of customer satisfaction by addressing and resolving escalated customer issues promptly and effectively.
Workflow Management: Allocate tasks and manage team schedules to ensure adequate coverage during peak hours. Implement strategies to manage call volumes and reduce wait times.
Reporting: Prepare and present regular reports on team performance, customer satisfaction, and other relevant metrics to senior management.
Training and Development: Identify training needs and coordinate ongoing development programs for team members to enhance their skills and knowledge.
Communication: Foster a positive and collaborative team environment by facilitating regular team meetings and ensuring clear communication of company goals and updates.
Quality Assurance: Conduct regular audits and quality checks to ensure compliance with company standards and regulatory requirements.
Problem Solving: Address operational issues and implement solutions to improve efficiency and service delivery.
Employee Engagement: Promote a positive work culture, recognizing and rewarding high performance and contributing to employee retention.

Qualifications:
Experience: Minimum of 3-5 years of experience in a contact centre environment, with at least 2 years in a supervisory or leadership role.

Skills:
Strong leadership and team management abilities.
Excellent verbal and written communication skills.
Proficiency in using contact centre software and CRM systems.
Ability to analyse data and generate actionable insights.
Strong problem-solving and conflict-resolution skills.
High level of organisation and time management.