Due to growth, we are very excited to be opening a new Contact Centre in the iconic Willis Building, Ipswich, and are looking for customer service focused individuals to join our team. As a Contact Centre Team Leader your role will be varied, responsibilities include data analysis, reporting, quality monitoring, driving performance, project planning, coaching/development, performance management and answering interactions / escalations. This is an Office based role in Ipswitch.The Role
- Produce accurate reports and identify trends in data, proposing solutions to optimize productivity and enhance services
- Lead and motivate a team to provide exceptional customer service
- Monitor team progress towards quality and performance targets
- Complete monthly coaching and 121's with your direct reports, including performance improvement or development plans as required
- Assist with project planning, business pitches and recruitment
- Be a point of reference on more technical issues and non-standard queries
- Support Contact Centre new service installs
- Assist with escalations and other incoming interactions as required
- Provide an exceptional level of service, adapting to different caller scenarios and challenges
- Positively represent WTW and our Clients by providing a friendly and professional service
- Inform the team of procedure changes and member communications
- Must have people management experience and be energised to inspire / motivate a team
- Contact Centre / Customer Service experience required
- Experience in working through change and enhancing efficiency required
- Keen to provide an exceptional service, with a positive and caller focused attitude
- Good communication skills (listening, spoken and written)
- Natural problem solver, able to work to a high level of accuracy
- Able to work well under pressure and meet targets
- Computer literate
- Good time management
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