Team Leaders
- Throughout Derbyshire
- Posted 2nd Mar 2012
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Posted by:
Hero TSC - Derby
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Salary:
Competitive & Benefits
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Job Type:
Permanent
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Reference:
DER-CSX-00440
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Job Description
We currently have opportunities for Team Leaders, who are passionate about delivering excellent customer service. You will join our brand new team based in our Derby centre. This is a fantastic opportunity to take on a new and exciting challenge in an energetic, fun and vibrant environment.
The role of Team Leader is to actively support, lead and develop the team through the use of feedback, coaching, training and other development activities. You will lead the team to deliver excellent customer and client satisfaction, and ensure financial success of the customer contact centre by effectively optimising revenue. You will also work closely with team and operational groups in order to ensure the delivery and implementation of all client & company requirements and maintain profitable and cordial relationships with external and internal clients.
Key responsibilities include:
- Lead, inspire, motivate and coach the team to promote, encourage and improve the levels of performance and Company standards whilst seeking to identify continuous improvement in quality
- Effectively manage any absence and attrition within designated responsibility, identifying the reasons and reporting back through the internal processes provided
- Ensure that performance appraisals and one to one’s are conducted with the required frequency, discussing performance, morale and any other issues, agreeing an achievable development plan
- Ensure all agents have the levels of knowledge to effectively carry out their roles, addressing individuals with below standard performance accordingly via coaching sessions and development objectives.
- Prepare and process any progress or management reports within area of control ensuring they are delivered timeously and accurately
- Attend client and management meetings thus enabling effective lines of communication
Candidates should possess the following skills/attributes:
- Previous experience of supervising a team within a contact centre environment is essential
- A passion for high quality service and a passion for people
- Excellent communication and influencing skills
- Energetic and enthusiastic, with the ability to motivate and inspire advisors
- Able to build relationships with and influence across the business
- Ability to work under pressure without losing sight of priorities
- Knowledge of basic principles of financial management / commercial awareness
- Ability to multi-task, and work on own initiative making informed decisions within area of responsibility
- High levels of self motivation
- Ability to remain calm and retain control when faced with difficulty
- Experience of consistently achieving KPI’s and Company standards as required
You will be required to be fully flexible regarding shifts within the operational hours of 8am – 11pm, Monday – Sunday.
If you feel you have the necessary skills, attributes and experience required to fulfil this role and would relish the opportunity to join a fantastic company with great prospects, hit the apply now button to take the next step on the HEROtsc recruitment journey - join us and be part of something BIG!
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