We are looking for experienced Team Leaders to plays a pivotal role in ensuring the success of our Contact Centre operations. You will manage a team of Contact Centre Agents, providing leadership, support, and guidance to help them meet performance targets and deliver exceptional customer service.
The role is Monday - Friday onsite in Glasgow.
Key Responsibilities
* Lead and inspire a team of Contact Centre Agents/ Advisors to achieve service targets, deliver outstanding customer service, and maintain brand values.
* Monitor and support team members in their day-to-day tasks, providing feedback, coaching, and development.
* Assist in the training and onboarding of new team members, ensuring they are equipped with the necessary skills to succeed.
* Conduct regular performance reviews and one-on-one meetings with team members to discuss progress and provide constructive feedback.
* Ensure team members are adhering to processes and procedures, maintaining high levels of compliance and customer satisfaction.
* Contribute to the continuous improvement of operational processes and team efficiency.
* Maintain a positive and motivated team environment, promoting teamwork, collaboration, and personal development.
About You – Skills and Experience
We are looking for a dynamic and motivated individual with leadership experience who thrives in a fast-paced, customer-focused environment. If you have a proven track record in managing teams within telecommunications, retail, or customer service, we want to hear from you!
* Previous experience in a Customer Experience leadership or supervisory role within a call centre or customer service environment is essential.
* Strong communication and interpersonal skills, with the ability to motivate and engage a team.
* Excellent problem-solving and decision-making abilities.
* Experience in coaching and developing staff to meet performance goals.
* A proactive and positive approach to managing challenges and driving team success.
* Knowledge of metrics and performance management.