123 recruitment and training
Role Purpose:
Our Team Leaders play a vital role within the business. Day to day they lead, coach, and motivate teams, always ensuring that customers and clients receive a world class experience.
You will work in partnership with the other Team Leaders and other key stakeholders within the business. You will manage and maintain a professional, efficient, and customer-focused team through successful leadership.
Role Responsibilities/Accountabilities:
• Day to day support and development of Contact Centre advisors.
• Regularly review and monitor call quality.
• Ensure that departmental KPI’s are being achieved; utilising reporting structure for all Service Levels and KPIs.
• Take responsibility for the development of team members to support the achievement of departmental KPIs.
• Ensure a safe and harmonious working environment.
• Promptly address any HR processes where required.
• Have a focus on customer experience and help to drive accuracy.
• Hold monthly performance reviews and weekly coaching/quality sessions.
• Lead weekly team meetings as a tool to provide business updates.
• Support the recruitment of new people into the business.
Experience/Skills required:
• Experience of successfully motivating a team of agents in a hybrid working environment.
• A strong understanding that good results are only achieved through investment in people.
• Ability to coach, train and develop individuals.
• Excellent planning, organisation, and communication skills.
• Proven success in a Contact Centre environment or equivalent.
• Proven ability to build, develop and maintain good relationships with internal and external customers.
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