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

There are 1 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.