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Contact Centre Team Leader
This job has expired, and cannot be applied for.
- Posted By: Linsco Recruitment Ltd
- Address:
- Contact: 02476 493 400
- Date Posted: 4th Aug 2008
- Salary: £17,000 - £21,000 pa
- Location: Coventry
- Reference Code: PB/22839
- Views Since Posting: 54
- Full Description:
Lead a Team of 10/12 agents ensuring that performance standards are set and monitored in order to achieve the highest possible standard of service and results
Set and agree performance targets with the Contact Centre Manager (CCM) that will ensure targets are set and delivered in line with customer Service Level Agreements
Maximise the productivity of resource by monitoring business demands and ensuring appropriate staffing levels at all times
Monitor both qualitative and quantitative performance standards. Provide feedback and coaching, developing people and processes for continuous improvement
Recruit, develop and retain staff. Identify training and development needs of staff encouraging personal growth of individuals and self development within the team
Take responsibility for own self development
Ensure agents are briefed on processes and procedures
Ensure results are recorded and reported to all interested parties
Maintain the standards required in terms of H&S regulations and ensure that these are conformed to.
This is not an exhaustive list of duties and the post holder may be requested to undertake additional duties as required.
JOB REQUIREMENTS
· Essential
· Experience of leading teams, preferably within a contact centre/customer service environment, to achieve results against targets
· Have excellent interpersonal skills
· Ability to use communication skills to influence and persuade others to achieve business and team objectives
· Have a flexible and adaptable approach with the ability to work as a team player
· Be able to work on own initiative
· Desirable
· Have a good understanding of Contact Centre technologies eg Automatic Call Distributors
· Be able to use Microsoft Office products, in particular Word and Excel
· Customer liaison experience
· Strong administration skills
If you feel that you have the required skills and experience then please call and speak to Paul on 02476 493400 or please email your CV to paul.berry@linsco.com
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