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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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