Contact centre team leader

Job Description

We're currently hiring for a Contact Centre Team Leader to join a leading entertainment company! This is an amazing opportunity to join a large well-known brand.


What You’ll Bring To The Table

* Owning CRM workflows and deployment of multi-channel CRM activity across service.
* Lead performance management for each team member by creating tailored Personal Development Plans, identifying suitable coaching, learning, and training opportunities that align with individual learning preferences.
* Address and manage underperformance promptly and consistently.
* Oversee and enhance the effectiveness of operational procedures and day-to-day practices to improve overall team efficiency.
* Complete all personnel-related responsibilities in line with company guidelines.
* Track teams work in real time


Skills & Experience We're Looking For

* Previous experience managing an inbound contact centre/customer service team is a must.
* Proficient in utilising Microsoft Office tools and software.
* Familiar with customer relationship management (CRM) platforms.
* Skilled in interpreting and leveraging data insights to enhance the growth and effectiveness of contact centre team members.


What’s In It For You?