Contact Centre Team Leader Job Description Template
Our company is looking for a Contact Centre Team Leader to join our team.
Responsibilities:
- providing inspirational leadership through coaching, reward, recognition, regular communication, feedback, development and performance management;
- Working with senior management to identify opportunities to develop sales and operational processes;
- Adherence to HR guidelines;
- Using management information to help drive performance;
- build relationships and collaborate with key business areas to ensure that customer and employee experiences are maximised ensure that roles;
- monitor and control wallboards stats and ability to flex priorities;
- accountable for managing and achieving key KPI’s, quality excellence and risk management for the team and department;
- Coaching and developing advisors to the highest standard;
- Completing ‘Return to Work’ policies & procedures;
- Service, MOT, repair and maintenance bookings for customer vehicles;
- Reinforce the vision and values of Harwoods through appropriate behaviours and actions;
- VHC follow-up calls;
- Supporting advisors daily with customers/calls & other issues;
- Carry out one-to-one reviews supported by the Contact Centre Manger;
- Telemarking campaigns.
Requirements:
- Call Centre;
- Coaching;
- Supervisory Management.