Call Centre Team Leader

Call Centre Team Leader

Reading

Salary: 26k-27k 37.5 hour week

9-5pm / 10am - 6pm / You would work 2 weekends out of 4.

The Contact Centre Team Leader is responsible for leading, motivating, and coaching a team of Contact Centre Advisors to elevate our customer experience.

This role plays a crucial part in ensuring customer satisfaction by overseeing the handling of customer queries, resolution of issues, and promotion of products or services.

The Team Leader will drive team performance against key metrics, maintain high-quality service standards, and ensure adherence to company values and policies.

The Team Leader role is a hybrid role with 60% focus on customer contact and 40% Team Leader

Due to the seasonal nature of our business, a flexible approach to working hours is essential..

The Role:

•Team Support & Performance Improvement:

•Lead, motivate, and coach a team of Contact Centre Advisors to achieve individual and team performance targets.

•Monitor and support team performance metrics, including average handle time (AHT) , call answer rates , and abandoned call rates.

•Provide and document constructive feedback to improve performance levels in the team.

•Ensure calls are logged accurately in Zendesk, striving for a minimum of 90% accuracy and a stretch target of 95%.

•Oversee team members in processing orders over the phone accurately and maintaining accurate customer records and data, entering information into our CRM system.

•Manage agent schedules, breaks, and adherence to ensure optimal staffing levels and service quality.

•Handle escalated customer inquiries, complaints, and complex issues in a professional and timely manner , striving to exceed customer expectations whilst maintaining business needs.

•Monitor calls and other customer interactions to ensure adherence to quality standards, with a minimum expectation of 'Meets Expectations' and a stretch goal of 'Exceeds Expectations' for call quality.

•Foster a positive and collaborative team environment, displaying behaviours that align with company values.