Full job description
About the Role:
Taskmaster Resources is a leading recruitment agency, working on behalf of our client, a well-established medical services provider, to find an experienced and dedicated Contact Centre Team Leader. This role offers the opportunity to lead a dynamic team in a fast-paced Contact Centre environment, ensuring the delivery of exceptional service and operational excellence.
The Role:
As a Contact Centre Team Leader, you will:
* Supervise and support a team of Agents and Controllers to achieve performance and quality standards.
* Conduct performance reviews and implement personal development plans for team members.
* Deliver training on systems and processes, including call handling and Standard Operating Procedures (SOPs).
* Monitor and audit call performance, addressing areas for improvement.
* Maintain operational procedures and assist with business continuity planning.
* Investigate incidents and promote continuous improvement.
What Were Looking For:
Essential Skills and Experience:
1. Proven experience in supervising or managing in a call centre or customer service environment.
2. A track record of motivating teams and achieving KPIs.
3. Excellent communication skills, both written and verbal.
4. Strong IT skills, including proficiency in Microsoft Office.<...