Team Leader

Job Type:
Permanent
Job Sector:
Customer Service
Region:
West Midlands
Location:
Wolverhampton
Salary:
£20,000 to £20,000 per annum
Salary Description:
�20k per year + Commission
Posted:
13/07/2018
Recruiter:
Crunchposter Limited
Job Ref:
RESPONDEZ11

Team Leader
Wolverhampton
�20,000 Per Annum

Respondez are experts in providing fully integrated end-to-end customer engagement solutions. We operate internationally and work with many well-known brands. Our service delivery centres are at heart of our business and are the place where our specialists provide support to our clients through various campaigns

The Team Leader Role
Management of day to day operations of Customer Service Advisors. Providing leadership and direction to ensure that excellent standard of service is provided and maintained.

Main Duties:

* Lead the team to achieve business targets & client objectives as communicated by the Inbound Call Centre Manager
* Ensure that team members adhere to KPIs
* Motivate and support to team to achieve daily/weekly targets
* Strategies team targets in coordination with client's directives
* Coach and mentor team members on a regular basis
* Maintain team schedule adherence, control attrition and staff retention
* Analysis of daily/ weekly performance reports and conduct feedback sessions with team members.
* Ensure strict adherence by all in the team to the guidelines / policies set by the organisation
* Conduct timely audits & maintain records of the same to ensure adherence to Data/Fraud Prevention

Requirements:

* Proven track record in outsourced contact centre environment with an ability to work in a fast changing environment
* Strong knowledge of software/hardware
* Excellent communication written and verbal skills.
* Open to work in shifts with flexibility around working
* Ability to understand organization and client needs
* Ability to document processes and events efficiently
* Problem solving and Decision Making
* Minimum 12 months' experience in outsourced contact centre environment
* Previous experience within a team leader / supervisory role
* Strong analytical skills
* Strong IT skills especially Word and Excel
* Strong Leadership Traits

If you feel you are suitable for our Team Leader position, please apply now.

Contact Details:
Crunchposter Limited
Tel: 0 332 548 954
Contact: Recruitment Team
Email:

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