Contact Centre Team Leader / £22,000 / Working from home
Role and Responsibilities
You will be responsible for leading, coaching, developing and mentoring a team of Customer Service Agents, enabling them to succeed against qualitative and quantitative targets, whilst ensuring full compliance to all business and client rules and procedures. The successful candidate will be naturally results orientated with exceptional problem solving skills. Ideally we will be looking for strong candidates with a good track record of managing performance and who have the ability to work in a high pressured environment and are very much target driven.
You will be expected to create a focused environment with a motivational culture to enable your team to develop and maximise their full potential.
Ability to operate effectively in a fast paced environment with constantly changing priorities.
Coach, develop and provide feedback to your team to ensure they take ownership and effectively use their judgement when making decisions in line with business goals.
Begin your day by evaluating the previous day's/week's/ month's performance reports and make decisions for
Actively develop your Advisors through monthly 1-2-1's, quarterly reviews and personal development plans.
Identify your top performers and reward/recognise them for their achievements in line with group recognition schemes.
Hold meetings with your peer group as required to make real time adjustments based on the day's performance throughout the shift.
Utilise all reports available to build your focus for the day, prioritise your actions according to the impact on employees, customers and client satisfaction.
Submit relevant reports to the Assistant Call Centre Manager (ACCM) for review.
Motivate team members to perform at a consistently high level, through providing regular feedback and setting clear expectations. You'll positively and proactively address all types of performance, attendance and other KPIs.
Knowledge expert in terms of the client's products and services (training provided).
The Ideal Candidate
Proven people management skills with the ability to lead and motivate a team and act as a role model
Experience of working within a contact centre environment
Experience working within a similar Technical Customer Service role would be advantageous
Demonstrable experience of managing multiple workflows to a set of targeted KPI's
Performance and quality management experience
Used to working in a high volume, fast paced, ever changing environment
Full-time 40 hours per week, full flexibility between 7am - 8pm Monday to Sunday. Early shift 7am to 4pm and late shift 11am to 8pm, weekend working 1 in 2 but will be either only a Saturday or Sunday
Background Check Requirements:
Criminal Record Check
3 years referencing history
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As an Equal Opportunities employer we welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.