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Frequently Asked Questions:

• How many Contact Centre Team Leader jobs are available on Pertemps?

  There are 2 Contact Centre Team Leader jobs available on Pertemps right now.

• What does a Contact Centre Team Leader do?

  A Contact Centre Team Leader is responsible for overseeing the daily operations of a contact centre team, ensuring efficient and effective customer interactions. This role involves leading a team of customer service representatives, managing workflows, and contributing to the overall success of the contact centre.

  Tasks required include:

  • Lead and inspire a team of contact centre representatives..
  • Provide coaching, training, and support to enhance individual and team performance..
  • Oversee daily contact centre operations, including call handling, email responses, and other customer interactions..
  • Monitor team performance against key performance indicators (KPIs)..
  • Handle escalated customer issues and complex queries, ensuring timely and satisfactory resolutions..
  • Collaborate with team members to address challenging cases..
  • Conduct regular quality assessments of customer interactions to ensure service excellence..
  • Provide feedback and coaching to improve individual and team performance..
  • Coordinate and conduct training sessions for new and existing team members..
  • Identify skill gaps and implement development plans..
  • Prepare and analyse performance reports, highlighting key metrics and areas for improvement..
  • Report on customer satisfaction trends and team achievements..
  • Contribute to the development and improvement of contact centre processes..
  • Implement initiatives to enhance efficiency and customer satisfaction..
  • Foster open communication within the team and with other departments..
  • Disseminate important information, updates, and changes effectively..
  • Collaborate with other team leaders, supervisors, and managers to address cross-functional issues and improve overall customer experience..
  • Actively participate in meetings and share insights for continuous improvement..
  • Ensure team adherence to company policies, procedures, and compliance standards..
  • Uphold ethical standards and maintain a positive team culture..

• What are the entry requirements for a Contact Centre Team Leader?

  There are no pre-set entry requirements. Candidates are recruited with a variety of academic qualifications and/or relevant experience. Specialist qualifications may be required for work within certain sectors.