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Job Description & How to Apply Below
Customer Service Team Leader Success Talent
• Slough, ENG, UK
Are you passionate about driving performance and creating a positive team culture? Were looking for a Customer Service Team Leader
to inspire, coach, and empower Contact Centre Advisors to deliver exceptional results and outstanding customer experiences.
- Lead & Motivate:Coach and develop a team of Contact Centre Advisors to achieve individual and team performance targets.
- Performance Excellence:Monitor key metrics such as Average Handle Time (AHT), call answer rates, and abandoned call rates to ensure service quality.
- Quality & Accuracy:Ensure calls are logged in Zendesk with at least 90% accuracy (stretch goal: 95%) and maintain accurate customer records in our CRM.
- Operational Oversight:Manage agent schedules, breaks, and adherence for optimal staffing and service levels.
- Customer Focus:Handle escalated inquiries and complaints professionally, aiming to exceed expectations while balancing business needs.
- Quality Assurance:Monitor calls to maintain high-quality standards, with a minimum of Meets Expectations and a stretch goal of Exceeds Expectations.
- Proven experience in team leadership within a contact centre or similar environment.
- Strong coaching and motivational skills.
- Excellent communication and problem-sol...
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