Customer Service Team Leader
I am currently recruiting for a Customer Service Team Leader/Coach, this will be working for a marketing leading company in technology protection which employs over 15,000 people.
Monitoring, management, and accountability of Team KPIs.
Measuring CSR performance by listening to the Teams' recorded calls in line with Company procedures.
Conducting weekly coaching sessions to support CSRs continued development. Sessions will be recorded and replayed to management, at their discretion.
Conducting monthly one to one meetings to review individual performance and ensure personal development plans are met.
Assessing overall performance through a formal bi-annual appraisal process.
Management of ad hoc organizational change within the team.
Management of underperformance, misconduct, absence, and disciplinary issues in line with company procedures, seeking advice/support where appropriate.
Escalation of difficult, or sensitive, issues before formal grievances are generated. To handle verbal complaints in line with company procedures.
Cascading all business related communication appropriately and in a timely manner.
Previous experience in a call centre environment
Managed/coached a team
Six Sigma is an advantage
Open to flexible working hours
Weekend working 2 in a month
If interested please click apply!