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Customer Service Team Leader
Recruiter
Cactus Search
Location
in North West , North West
Salary: £18.5k + bens + bonus
Reference: 1444
Do you want to work in an organisation that provides only the highest levels of Customer Care? Are you friendly, energetic with a ‘can do’ attitude, a positive role model for colleagues and team members?
If so, this role could be for you.
We are seeking a number of exceptionally gifted Contact Centre Team Leaders for our client in the North West.
What the Contact Centre Team Leader does:
Lead, motivate, coach, guide and support a team of Advisors to give every customer great service, balancing quality, cost and time.
This means that you:
• Introduce new members to the team, helping people to get to know each other, buddying people so that new CSAs feel supported and that they belong to the team.
• Meet and greet all team members every day to make sure they have everything they need to do their job (desk, chair, headset, information updates etc) and that they are motivated to help customers.
• Keep up to date daily on key performance measures (AHT and personal time) and prioritise and plan actions to motivate team and individual performance. Recognise and celebrate successes as well as identify opportunities for improvements (immediate and longer term). Strive to continuously improve performance making sure that good performers as well as under-performers are motivated.
• Monitor and accredit customer service calls. On a weekly basis have a 1:1 with each CSA ask them how they think they did, give feedback, praise, encouragement, recognition and thanks in order to build confidence. Look for improvement opportunities together and agree actions. Prioritise our workload so that we spend more of our coaching time with under performers.
This is a superb, challenging Customer Service Leadership role which requires someone who has a flair for motivational people management.
Package:
£18.5k + bens + bonus
If so, this role could be for you.
We are seeking a number of exceptionally gifted Contact Centre Team Leaders for our client in the North West.
What the Contact Centre Team Leader does:
Lead, motivate, coach, guide and support a team of Advisors to give every customer great service, balancing quality, cost and time.
This means that you:
• Introduce new members to the team, helping people to get to know each other, buddying people so that new CSAs feel supported and that they belong to the team.
• Meet and greet all team members every day to make sure they have everything they need to do their job (desk, chair, headset, information updates etc) and that they are motivated to help customers.
• Keep up to date daily on key performance measures (AHT and personal time) and prioritise and plan actions to motivate team and individual performance. Recognise and celebrate successes as well as identify opportunities for improvements (immediate and longer term). Strive to continuously improve performance making sure that good performers as well as under-performers are motivated.
• Monitor and accredit customer service calls. On a weekly basis have a 1:1 with each CSA ask them how they think they did, give feedback, praise, encouragement, recognition and thanks in order to build confidence. Look for improvement opportunities together and agree actions. Prioritise our workload so that we spend more of our coaching time with under performers.
This is a superb, challenging Customer Service Leadership role which requires someone who has a flair for motivational people management.
Package:
£18.5k + bens + bonus
Recruiter:Cactus Search
Website: http://www.cactussearch.co.uk
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Published at 03-09-2008
Viewed: 907 times
Viewed: 907 times
