HRGO are recruiting experienced Contact Centre Team Leaders for our client based in Liverpool.
Role Overview:
You will be responsible for leading, supporting, coaching and developing a team of Customer Advisors to meet targets through the management of KPI's and ensure the needs of customers are consistently met and the highest possible level of service is delivered.
Shifts: Monday- Friday 9am to 5.30pm
Responsibilities:
* To deliver excellent customer service through driving individual team member performance, through coaching, call evaluation and feedback sessions
* Maintaining and improving departmental performance, to meet the requirements of the business, meeting daily and weekly targets
* Identify training development needs and coach and develop the team to deliver to the best of their potential
* Liaise with other departments within the business and work with key stakeholders to address policy and procedure improvements
* Work within regulatory and GDPR data protection requirements
* Act as an escalation point for queries, complaints and issues
* Drive Employee Engagement programme and show commitment to values and behaviours
Skills and Experience:
* Excellent interpersonal skills with the ability to adapt communication styles to the audience
* Strong leadership and management skills with a professional approach to team management
* Ability to work as part of a team with a supportive, can-do attitude
* Organised and methodical with an excellent level of attention to detail
* Ability to work with sensitive information, maintaining confidentiality and acting with discretion
* Proficient in the use of Microsoft packages
* Experience managing a team in a contact centre environment
If you are looking for a new and exciting Contact Centre opportunity, then this is the perfect role for you!
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