Team Leader (Contact Centre)

  • Permanent
  • Bristol, South West
  • Posted 10th November 2017
  • £23000 - £25000 per Annum + Competitive Benefits & Bonus
  • Ref: 604986
Artis Customer Contact is pleased to be working with this successful Bristol based organisation as they advance in to the retail industry.
This is a fantastic time to take the control of a growing contact centre team for an exciting growing business in the Bristol area. You will initially be responsible for a team of 10 customer service advisors with a scope to build the team.

The job of the Customer Service team leader is a highly focused position to ensure a service oriented and professional working environment by supervising the performance of team members and executing necessary actions for their motivation when required. The critical aspect of the role is to drive yourself and the team to achieve targets and grow the operation and team size.

Duties and Responsibilities:
*Motivating and inspiring the team to surpass their KPI's/SLA's and customer service performance potential.
*Improving the team and facilitating the communication among the members of team.
*Creating sense of ownership within the employees and resolving employee issues, if any.
*Encouraging, supporting, and motivating actively one's peer team.
*Looking constantly for development as well as continuous improvement for the entire team.
*Monitoring, organising, and coaching team on a day to day basis.
*Communicating the company's purpose, core values, vision to the front employees.
*Ensuring that the employees follow their schedules properly as designed.
*Handling escalated calls, complaints, questions, and queries as necessary.
*Facilitating cross-functional communication within employees for improved working condition.
*Carrying out team meetings and actively participating in the monthly and weekly meetings.
*Documenting general reports on each team member's performance and targets as well as ensuring that they exceed the targets

This is an exciting opportunity for a highly motivated individual to truly put their mark on an operation and in return be given the opportunity, support and encouragement to develop your own career further.

Experience in managing a contact centre team is essential.

Artis Customer Contact is a premier specialist resourcing consultancy focused solely on the supply of senior Contact Centre, Customer Service and Customer Experience professionals.

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