Team Leader
Location: Southport - 3 days onsite
Hours: Early/late rotation working between Monday - Friday 8am-6pm and 1 in 7 Saturdays (9am-2pm)
Role Purpose:
You will be responsible for leading a high-performing team of Contact Centre Customer Representatives, ensuring they deliver excellent customer service. Accountable for meeting KPI targets in operational performance, sales, and customer satisfaction. Leading a culture of continuous improvement to drive the business to market excellence.
Key Responsibilities:
1. Responsible for team performance in achieving key business, customer service, people, and operational efficiency goals, while ensuring compliance with legal regulations and internal procedures.
2. Foster a culture of continuous improvement and analyse data to identify opportunities to improve individual and team performance e.g. KPIs, customer insights, complaints and QA feedback.
3. Responsible for developing a network of contacts, both internally and externally to keep up to date with best practices and personal development.
4. Coach, empower, and inspire team members to excel in customer service and meet KPI targets.
5. Promote engagement, trust, and openness in team communication, and uphold company values.
6. Support compliance with quality principles, security, and regulatory requirements, while safeguarding sensitive information.
7. Encourage professional development, maintain a positive approach to work, and represent the company professionally in all interactions.
Key Skills and Knowledge:
1. Experience of leading and managing CC team providing excellent customer service.
2. Proven ability to maintain a Customer focus and manage risk in a regulatory environment.
3. Demonstrable experience of driving performance and improving results, with excellent coaching skills.
4. Evidence of continual professional development.
5. Ability to lead and drive high performing teams.
6. Attract, retain, motivate, coach and develop their team.
7. Setting objectives whilst being committed to ensuring all members of the team work together to achieve goals.
8. Excellent communication skills with ability to influence and build relationships.
9. Comfortable operating in a fast paced changing environment.
10. Proven ability to multitask and take decisions on what is best for the business.
11. Ability to understand, interrogate and present data.
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