Customer Service Team Leader

Job description

Customer Service Team Leader – Citywest

Seeking an experienced Team Leader to join busy contact centre in Citywest.
Successful candidate will manage a team of first level agents and be responsible for performance improvement and best practice amongst their assigned team.
Ideally candidate will have 3+ years people management and coaching experience.

Responsibilities include:
• Monitor agent’s performance (response times, call closures, KPI’s etc)
• Senior escalation for performance issues and ensure correct remedial action is taken.
• Implementation and recommendation of potential process improvements.
• Provide one to one coaching with first level agents.
• Assist with resolution of service delivery issues.
• Assist with recruitment of new employees.
• Complete ad hoc duties allocated through line management.

• 3+ years’ experience working in a Customer Service environment and Team Leader role.
• People Management experience is essential.
• Experience in assisting recruitment processes is a plus.
• Experience using CRMs
• Experience in performance coaching, KPI management.

Please apply now or sent CV to

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