Current Vacancy

Closing Date: 31/01/2014

The role of Contact Centre Team Leader will require you to manage and co-ordinate the day to day activities within your team, maximise the productivity and quality of all agents and team leaders and maintain service levels and customer satisfaction.

If you are interested in applying for this role then please read the job description below carefully before sending your CV to hr@connect-distribution.co.uk

About the role

The key functions of the Contact Centre Team Leader role are as follows:

•     Coach, train and develop those agents who are not achieving the agreed targets.

•     Ensure all calls are handled according to BS procedures and look for ways to develop and improve the call structure to improve the customer experience and increase productivity

•     Offer escalated support to frontline staff by providing them with clear and concise instructions to aid them in resolving any customer dissatisfaction.

•     Carry out monthly performance management reviews on all team members.

•     Responsible for weekly reports.

•     Build key business relationships will all other departments, team leaders,managers, supervisors and suppliers.

•     Ensure all Return to Works are conducted in a timely manner.

•     Ensure investigations are carried out in a timely manner.

What we're looking for

To succeed in this role you will need the following skills and experience:

•     Ability to lead a team

•    Excellent written and verbal communication

•    Ability to deal with complex situations

•    Computer literate

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