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    Accrington, Lancashire Call Centre and Customer Service Posted 10.06.20 £23000 - £25000 per annum

    Role: Contact Centre Team Leader (Customer Service)

    Location: Accrington, Lancashire

    Salary: £23,000 – £25,000

    Responsibilities:

    • Monitoring advisors performance against KPIs, SLAs and training
    • Manage teams adherence to policies, procedures and legal frameworks
    • Discover training needs and provide coaching
    • Ensuring that all systems and outcomes are accurately recorded and updated
    • Handling escalated customer queries and complaints, providing appropriate feedback and guidance to advisors and key colleagues
    • Create activity logs based on key metrics for use in MI reports
    • Listen to team members’ feedback and resolve any issues or conflicts
    • Recognize high performance and reward accomplishments

    Essential

    • Previous experience of working in a contact centre at Team Leader level
    • Experience leading a team of 10-12 advisors
    • Experience in coaching staff and provide continuous learning and support
    • Ability to work in line with and set out KPIs, SLAs
    • Ability to interpret data and action improvements on findings

    Please note: Cordant People are an equal opportunities employer

    Cordant Group is an equal opportunities employer

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