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The role of a Contact Centre Team Leader involves overseeing a customer service team to ensure the delivery of high-quality support to clients. In this role you will operationally manage, support and develop a Team of Customer Service Advisors in their interactions with customers via their channel of choice including telephony, digital and social media.
Client Details
This organisation is a respected not-for-profit entity dedicated to providing excellent service and support to its community. As a medium-sized organisation, it values operational efficiency and is committed to achieving positive outcomes for the people it serves in Smith Street.
Description
- Supervise and support a team of customer service representatives in the contact centre.
- Ensure the delivery of exceptional customer service in line with organisational standards.
- Monitor team performance and provide constructive feedback to enhance efficiency.
- Handle escalated customer queries and resolve them effectively.
- Prepare and analyse reports to track key performance indicators.
- Coordinate staff training and development to maintain high professional standards.
- Implement and maintain operational procedures to enhance team productivity.
- Collaborate with other departments to ensure seamless customer service delivery.
Profile
A successful Contact Centre Team Leader should have:
- Proven experience in a customer service or contact centre environment.
- Strong leadership skills with the ability to motivate and manage a team effectively.
- Excellent communication and problem-solving skills.
- An understanding of the not-for-profit sector and its values.
- Proficiency in using customer relationship management (CRM) systems.
- Ability to analyse data and generate insightful reports.
- A proactive approach to process improvement and team development.
- Can commit to a temp role offering an immediate start for 2 / 3 months.
Job Offer
- Competitive hourly rate.
- Temporary position offering valuable experience in the not-for-profit sector.
- Opportunity to work in a supportive and focused environment.
- Free on-site parking.
If you are ready to take on this exciting opportunity as a Contact Centre Team Leader, we encourage you to apply today!
