Customer Services Team Leader/SupervisorFixed term contract to cover Maternity.Salary - £12.86ph - £26,748Hours – 40 hr working week – 8am – 20:00hrs on a rotational basis, working 5 out of 7 -( 1 in 3 weekends) NorthamptonWe have a great opportunity for a Service Driven Team leader to work for a vibrant and fast paced service delivery team.The Customer Services Team Leader plays a pivotal role in ensuring exceptional service delivery to clients by effectively managing customer service agents. This is a great opportunity for an individual who is looking to take that next step in their management career – maybe you are currently working as a Senior Customer Service individual who has been looking after a small team, or someone that is a Team Leader looking to gain exposure as a Supervisor and continue to build your management skills – if so then this could be the perfect role.Duties
* Manage labour deployment within teams during shifts to achieve their targets efficiently.
* Coach and mentor agents to ensure optimal performance and adherence to role requirements.
* Provide agents with necessary development and support to excel in their roles.
* Collaborate with other Supervisors to maintain 24-hour depot performance, offering assistance to other shifts as needed.
* Support agents in implementing Performance Leadership techniques sensibly and effectively.
* Encourage and facilitate the submission, evaluation, and implementation of Continuous Improvement principles and ideas.
* Support agents through active floor walking, demonstrating role model behaviour.
* Ensure respectful treatment of all employees, visitors, and contractors.
* Take ownership of managing holiday and sickness absence within the shift.
* Act as a deputy for the Customer Experience Manager when required.
* Drive personal development by continuously improving knowledge, skills, and awareness.
* Minimise call wait times to enhance customer satisfaction.
* Maintain excellent call quality within the team.
* Provide support to resolve escalated situations.
* Offer guidance during training sessions to equip agents effectively.
* Generate regular reports for performance evaluation.
* Ensure compliance with company procedures among all staff.
* Promote a proactive approach to GDPR compliance.
* Develop and implement working practices to boost productivity across the call centre.
* Assist the Customer Experience Manager in meeting call centre targets.
The Candidate
* Proven experience in a customer service environment.
* Strong leadership, coaching, and management skills.
* Effective communication skills across all levels, with the ability to address challenges appropriately.
* Proficient problem-solving abilities, utilising initiative to resolve issues.
* Dedicated team player committed to achieving shared goals.