Overview
As a team leader in our Customer Care Centre you will be responsible for leading a team of up to 20 frontline customer service colleagues. Your role will be to effectively lead, coach and engage your team to drive performance, whilst improving quality and customer satisfaction to ensure a fantastic customer experience, generate customer loyalty and increase brand confidence.
What you'll be doing
- Lead and support a team of frontline agents, ensuring they deliver outstanding customer service across all contact channels.
- Monitor individual and team performance against KPIs, providing regular feedback and support to achieve targets.
- Conduct coaching sessions, team meetings, and one-to-one reviews to develop colleagues’ skills and knowledge.
- Handle escalated customer queries and complaints, resolving them effectively and professionally.
- Collaborate with other departments to streamline processes and improve the customer experience.
- Utilise systems such as Salesforce and workforce management tools to monitor performance, forecast workloads, and plan resources effectively.
- Maintain team morale, motivation, and engagement, fostering an inclusive and supportive work environment.
What we'll look for in you
- Proven experience in a leadership role within a contact centre or similar customer service environment.
- Strong coaching and mentoring skills with a passion for developing others.
- Excellent communication, problem-solving, and decision-making abilities.
- A results-driven mindset with a focus on quality and efficiency.
- Hands-on experience with Salesforce and workforce management systems is highly advantageous.
- Adaptability to work in a fast-paced, dynamic environment.
- Familiarity with customer service tools and performance management systems is a plus.
