Job Description:
The Contact Centre Team Leader plays a pivotal role in supporting a team of 15 consultants on a daily basis, providing coaching and mentoring to ensure the delivery of exceptional customer service.
* Manage escalations and customer dissatisfaction, ensuring swift resolution and maintaining a positive customer experience
* Conduct monthly one-on-one meetings with team members to discuss performance, provide feedback, and set goals for improvement
* Monitor and analyze performance data to identify areas for training and coaching, ultimately driving business growth through employee development
* Evaluate call quality regularly to maintain high standards of customer interaction
* Communicate updates on products, promotions, processes, and systems to the team, promoting a culture of open communication
* Collaborate with other Team Leaders and Management to meet business objectives and drive results
Requirements:
* At least 2 years' experience as a Team Leader in a busy contact centre environment
* Strong customer-centric mindset, driven by a passion for delivering excellent customer service
* Excellent communication, critical thinking, and attention to detail skills
* High emotional intelligence and relationship-building abilities, with a focus on fostering a positive work culture
* Passion for mentoring and continuous improvement, with a commitment to employee development
* Proficiency in MS Office and strong computer skills
* Flexibility, adaptability, and ability to manage change effectively
What You'll Bring:
The ideal candidate will possess a unique blend of skills, including strong communication and interpersonal skills, the ability to work in a fast-paced environment, and a passion for delivering exceptional customer service. If you are a motivated and experienced professional looking for a new challenge, this role may be the perfect opportunity for you.