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Team Leader
Recruiter
Hays Contact Centres
Location
in Manchester , North West
Salary: £32,000
Reference: NCKH - TLCM
We are currently seeking to appoint a strong and dynamic Team Leader for our Customer Service team. The successful candidate will be responsible for driving business performance in customer services across the business and will have line-management responsibilities for a team of Advisers and you will also be required to liaise with external clients and suppliers. Main Responsibilities will include:
• To be responsible for the day to day management and motivation for the team of Advisers and to consistently achieve and exceed quality and quantity targets.
• Ensuring that enquiries are handled professionally and consistently in accordance to agreed timescales, policies and processes, adding value where possible.
• Establishing a culture of continuous improvement within the team and supporting the organisation to achieve this, ensuring that all staff are consistently striving to develop better ways to deliver passenger satisfaction.
• Monitoring all business key performance indicators, taking appropriate action to ensure continuous improvement at business, team, contractor and individual level.
• Developing and providing mangement information on business performance including service levels and customer satisfaction.
• Compiling and presenting resports on customer service.
• Providing coaching and training for improvements in customer service delivery.
• Managing day to day contracts with outsourced suppliers. This will involve quality audits and monitoring and taking necessary steps to resolve any issues.
• Working with external organisations to ensure that enquiries are dealt with consistently and professionally, assessing opportunities to assume responsibility the team's performance. Skills and Competencies
• People management - supporting staff and taking responsibility for the team results
• Working knowledge of contact centre processes
• Customer focus
• Continuous improvement with a track record of consistently achieving and delivering targets
• Relationship building - the ability to build a network of relationships
• Communication - the ability to speak and write clearly, presenting effectively with clear report writing skills
• To be responsible for the day to day management and motivation for the team of Advisers and to consistently achieve and exceed quality and quantity targets.
• Ensuring that enquiries are handled professionally and consistently in accordance to agreed timescales, policies and processes, adding value where possible.
• Establishing a culture of continuous improvement within the team and supporting the organisation to achieve this, ensuring that all staff are consistently striving to develop better ways to deliver passenger satisfaction.
• Monitoring all business key performance indicators, taking appropriate action to ensure continuous improvement at business, team, contractor and individual level.
• Developing and providing mangement information on business performance including service levels and customer satisfaction.
• Compiling and presenting resports on customer service.
• Providing coaching and training for improvements in customer service delivery.
• Managing day to day contracts with outsourced suppliers. This will involve quality audits and monitoring and taking necessary steps to resolve any issues.
• Working with external organisations to ensure that enquiries are dealt with consistently and professionally, assessing opportunities to assume responsibility the team's performance. Skills and Competencies
• People management - supporting staff and taking responsibility for the team results
• Working knowledge of contact centre processes
• Customer focus
• Continuous improvement with a track record of consistently achieving and delivering targets
• Relationship building - the ability to build a network of relationships
• Communication - the ability to speak and write clearly, presenting effectively with clear report writing skills
Recruiter:Hays Contact Centres
Website: http://www.hays.com
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Published at 13-03-2008
Viewed: 568 times
Viewed: 568 times
