Senior Customer Service Team Leader

We are looking to appoint an energetic, approachable and passionate leader to drive the performance of the team of 10 agents.

The role:

* Overall responsibility for the customer service operation, driving high standards and operational performance
* Ensure effectiveness, robustness and transparency of the operations processes by analysis of KPI’s
* Drive continuous process improvements
* Motivate and effectively performance manage the team to drive quality levels across the operation
* Identify the root cause of customer complaints and make the necessary operational changes
* Identifying KPI variances and developing action plans
* Using your knowledge you will identify areas for improvement to enhance the customer experience.
* Responsible for staff morale and ensuring staff development
* Responsible for quality of calls, chats & emails
* Create effective working relationships with all areas of the business
* Monitoring contact centre stats
* To embrace company values and behaviours to drive forward a shared vision

Experience:

* Proven experience within a multichannel contact centre environment
* Outsource relationship management
* Complaint process management
* People management experience
* Excellent analytical, decision making and problem-solving skills
* Ability to work under pressure, manage your time effectively and work on your own initiative
* Self-motivated, ambitious and determined
* Excellent communication skills at all levels
* Proven experience in training and coaching agents to deliver high standards & quality of communications via calls, chats & emails
* Development and delivery of ongoing service improvement plans
* Delivering presentations to senior management on team performance & performance against SLAs
* Motivating your team to deliver results

 

For further information contact Maria on 094 9029944 and email CV maria@arconrecruitment.com

Your Recruitment Consultant is Maria

Maria
Maria is a Senior Recruitment Consultant with Arcon Recruitment. Maria is responsible for developing relationships with new and existing companies and assisting them with all aspects of their recruitment requirements.