Contact centre team leader

Purpose:

To develop, motivate and lead a team of advisors to provide a superior level of service individually and collectively across various campaigns. You will be responsible for the delivery of KPIs through robust coaching and day to day management ensuring a high level of standards within your team.

Duties and responsibilities: Lead, motivate and engage a team of advisors, enabling and empowering them to deliver a superior level of service and achieving project KPIs. Management of performance on a individual and team level via: Consistent coaching, call monitoring and feedback. Completion of one-to-one reviews Regular team meeting and briefs Ensuring all individual agents understand KPIs, goals and objections and how to achieve and maintain these. Reward good performance. Address under performance in a timely and appropriate manner through improvement plans and/or disciplinary procedures (in conjunction with Human Resour...