Contact Centre Team Leader
Contact Centre Team Leader Cumbernauld, North Lanarkshire 35 hours flexi - Sunday to Sunday - 11.00pm � 8.00am Shift Pattern 3 Month Fixed Term Contract �22,200 This is an exciting opportunity for a Customer Service Team Leader to join an expanding Contact Centre team. Our client�s Managed Services division in Cumbernauld are developing and expanding the service that they provide to their Prepaid clients. This service will focus on the supervision of the Contact Centre team Customer Service Agents. They are looking for individuals with previous demonstrable Team Leader experience preferably within a contact centre environment and well developed people management skills. It goes without saying that they are looking for people with a passion for delivering exceptional customer service. There will be incentive plans in place. You will provide an intermediate level supervisory role, working under general direction of Customer Service Management and be responsible for supervising a team of fifteen to thirty Contact Centre Representatives. You will assess contact centre performance against objectives and goals i.e. quality, call volume, and customer satisfaction. Planning, directing, managing and evaluating team performance to ensure customers are receiving a high level of service, you will act as an escalation point for resolving the most difficult customer issues. As the Contact Centre Team Leader, you will communicate with clients, vendors, and other departments to ensure quality service delivery and customer satisfaction. With demonstrable experience in a call centre, or customer service related position in a Service Industry, you will possess supervisory or team leader experience. You will have the ability to lead and manage large teams effectively, demonstrating effective people skills and sensitivities when dealing with others. With a working knowledge of workforce management practises and tools e.g. scheduling software, and quality monitoring software, you will demonstrate effective problem solving, and decision making. The role is initially a 3 month fixed term contract but there may be scope for the position to become permanent. To apply for this exciting opportunity please click on the apply button and forward your CV to us. On receipt, we will email you our client�s application form for completion.
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