Customer Service Team Leader
Company: To be disclosed at interview
Location: Cardiff
Status: Full time
Salary: £14,000 - £18,000 per annum
Close Date:
Job Description:
REQUIRED SKILLS:
As a Customer Services Team Leader you will be responsible for the day to day management of your team which will include achievement of service level and call quality targets.
. Responsibility for the day to day management of a team within the call centre.
. Achievement of call centre service levels and call quality targets in line with call forecasts.
. Manage, motivate and develop team members promoting team spirit and career progression.
. To ensure correct adherence to all call centre operational policies and procedures at all times.
. Promote continuous communications with CSRs to ensure that everyone is aware of all issues that affect their jobs. Team meetings to be held once a fortnight and one to ones to be conducted each month.
. Liaise with other departments that have direct impact on their team and their team performance, ie; HR, Training and IT.
. Day to day review of performance management systems (Emvolve) to ensure that the required KPI’s are delivered.
. Assist with scheduling process to ensure maximum productivity while achieving service level.
. Provide feedback to all team members on their team’s performances and follow up on any outstanding issues raised within this process.
. First point of escalation for any issues arising in the call centre.
. Submit in a timely and accurate manner any data required for payroll.
. Maintain up to date employment records for all team members.
. Complete probationary training assessments for new CSRs.
. Ensure that all company policies and procedures including HR and Health and Safety, are implemented in a fair, consistent and timely manner.
. Highlight trends in absenteeism, lateness, log in and log out times.
PERSONAL SKILLS
. Good management practice.
. Cross functional communication is a key part of the role, oral and written, with strong organisational skills, excellent people skills and the ability to multitask.
. Ability to work in a dynamic environment and be adaptable to change.
. Leadership qualities with a willingness to accept a challenge.
. Organisational, planning and critical reasoning skills.
. Analytical and creative skills.
. Computer literacy including MS Office.
Contact Information:
Job Code: CSTL/170/EW
E-mail: emma.whittaker@rswltd.co.uk
Website: http://www.rswltd.co.uk
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