Do you love working in customer service?
Want to work at a company recently named in The Sunday Times Best Places to Work 2024?
AXS, a leading global ticketing, data, and marketing solutions provider, are hiring a Contact Center Team Leader for their offices in Birmingham.
You will:
* Ensure excellent customer service across multiple channels, such as phone, email, chat, and social media.
* Oversee the day-to-day operations, monitor agent performance, and implement strategies to improve efficiency and customer satisfaction.
* Develop and implement training programs to enhance agents' product knowledge and communication skills.
* Manage scheduling and shift rotations to ensure adequate coverage and efficiency in handling customer inquiries.
This role requires strong leadership skills, a customer-centric mindset, and the ability to work collaboratively with other teams.
We're looking for people who:
* Have proven experience of working in a multi-channel contact centre environment, with relevant coaching or training experience.
* Have strong conflict resolution skills.
* Have a solid understanding of contact centre operations, performance metrics, and quality assurance processes.
* Are able to develop and deliver training programs that drive performance improvement and enhance employee engagement.
* Are skilled in using CRM systems, contact centre software, call monitoring tools, and data analysis techniques to assess agent performance and identify areas for development.
* Have a proven track record of achieving and exceeding performance targets and KPIs.
Where: This role is based full time in our Birmingham office near Birmingham International Airport and the NEC. You will need to be able to work weekends.
We are committed to fostering a diverse and inclusive workforce. We believe in equality of opportunity for all and our approach to recruitment and selection is fair, open and based purely on merit. Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships. If you require reasonable adjustments in any recruitment process with us, please make us aware.
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