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Customer Service Team Leader job description
Job Summary-Customer Service Team Leader job description
Main responsibilities-Customer Service Team Leader job description
To ensure that the new processes and procedures outlined in the Contact Centre strategy are implemented and used effectively by the team.
Motivating and driving performance with your team, achieving the targets set, including revenue, calls per hour and customer experience as well as ancillary product sales.
Providing operational floor management to ensure that the Contact Centre is run efficiently and effectively and that procedures are followed by the team.
To analyse and review performance information in order to analyse trends and identify training needs, ensuring that improvements are continually made and performance is measured consistently.
To make departmental decisions in the absence of Contact Centre Managers.
Managing a dedicated customer service team, you will ensure that targets are met and our company strategy is achieved through consistent development and coaching of your team. It will be your role to ensure that our people continue to be the winning differentiator.
Creating the right working environment for the team through motivating and continually developing your team to deliver the best.
To achieve department targets set for staff turnover, sickness and attendance.
Coaching and mentoring of individuals to support their ongoing development against the company behavioural framework. This will include conducting appraisals.
To communicate with other departments around the business appropriately.
To lead by example and keep your knowledge up to date by regularly going back to the floor and taking calls.
Knowledge, Skills and Abilities-Customer Service Team Leader job description
Proven people management experience is essential with the ability to coach, mentor and motivate.
An understanding of how to set targets and incentives/bonus schemes to drive performance.
Good numeracy skills with the ability to analyse and interpret KPIs and how to use them to improve performance.
Excellent coaching skills with the ability to identify training needs and support continuous development.
A commercial awareness to be able to recognise business opportunities.
PC Literate.
Strong communication skills with the ability to communicate and influence at all levels.
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Customer Service Team Leader job description
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