Working closely with the Agent Team Manager and the other Agent Team Supervisors, you will be responsible for leading, developing and motivating a team of between 10 -15 Customer Service Agents to meet our business goals and objectives and helping the wider Customer Service team to build strong engagement and a quality customer experience.
A day in the life :
Leadership and Performance :
* Lead, manage, and support team members to consistently achieve performance targets.
* Foster individual development and motivation.
Team Synergy and Morale :
* Maintain team cohesion and morale to achieve Hanson’s business goals.
* Promote a positive work environment.
Coaching and Mentoring :
* Provide on-the-job coaching and mentoring.
* Set clear goals, offer constructive feedback, and create learning opportunities.
Celebrating Success :
* Cultivate a culture of high performance.
* Celebrate achievements.
Customer Issue Resolution :
* Serve as a point of contact for Customer Service Agents.
* Escalate and resolve difficult customer issues promptly.
Effective Communication :
* Handle customer calls and manage order functions.
* Drive best practices across the agent team.
Leading by Example :
* Demonstrate self-management and positive influence.
* Act as a role model, embodying Heidelberg Materials’s values.
Knowledge and Experience :
* Proven ability to lead a team to achieve goals and build mutually rewarding relationships among team members.
* An ability to influence, develop and coach ensuring the delivery of a positive and engaged customer experience.
* Demonstrated experience in people leadership.
* Demonstrated ability to quickly and effectively identify trends and opportunities.
* Sound judgment skills with the ability to interpret, evaluate and disseminate information.
* Great organisational & problem-solving skills.
* Ability to create winning team cultures that fosters growth, development and high performance.
* Leadership experience in a call centre is highly valued, especially when combined with familiarity in working with call centre AI technologies.
An attractive salary along with a comprehensive structured induction training program is provided to new team members. After successfully completing the probationary period, a quarterly bonus, along with ongoing training, development and global career opportunities are just some of the benefits you will receive as part of the Heidelberg Materials Customer Service Centre team.
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