Contact Centre Operations Lead
* Lead a team of customer service representatives in a fast-paced call centre environment.
* Develop and implement training programs to enhance customer experience.
* Collaborate with HR and Recruitment to drive recruitment and selection of Customer Experience Advisors.
* Embed a performance culture and framework to achieve service levels and improvements against set targets.
About the Role
We are seeking a highly motivated Contact Centre Operations Lead to lead our customer service team. As a key member of our operations team, you will be responsible for driving business growth through exceptional customer experience.
Key Responsibilities
* Team Leadership: Lead a high-performing team of customer service representatives in a dynamic call centre environment.
* Training and Development: Design and deliver training programs to enhance customer experience and improve employee skills.
* Recruitment and Selection: Collaborate with HR and Recruitment to attract and select top talent for Customer Experience Advisor roles.
* Performance Management: Embed a performance culture and framework to drive service excellence and meet business objectives.
What You Will Need
* Candidate Profile: Proven track record of leadership and management experience in a contact centre or similar environment.
* Skills and Qualifications: Excellent communication and interpersonal skills; ability to motivate and develop teams; strong problem-solving and analytical skills.
Benefits
We offer a competitive salary and benefits package, including opportunities for career growth and development.
In addition to your salary, you can expect to receive a range of benefits, including access to training and development programs, flexible working arrangements, and a comprehensive health and wellbeing package.