Customer Service Team Leader

Leicestershire  ‐ Onsite
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Description

Team Leader - Kegworth - 12 months + - Contract - Start ASAP

The primary purpose of a team leader role is to effectively manage a team of operators/agents/analysts to achieve agreed People, Risk, Financial and delivery targets. For a senior team leader the purpose would additionally include broader responsibilities.

The team leader will be responsible for managing, motivating and developing their team in line with behavioural standards to achieve operational excellence. Team leaders must demonstrate a passion for identifying and meeting user's needs and contribute to an efficient and friendly centre in which employees feel valued, involved and recognised.

Experience

  • Previous experience of coaching, providing feedback and developing individuals and team leaders
  • Experience managing teams of 15+ people
  • Experience of working and leading staff within a contact environment
  • Experience of providing feedback/presenting to a senior audience
  • Experience ensuring that agreed targets and SLAs are met within the team

Skills

  • Technical skills relevant to your team skills group
  • Ability to support others' development through coaching
  • Ability to provide clear direction, lead and motivate team to deliver outstanding results
  • Strong communication and interpersonal skills giving the ability to influence at all levels
  • Understanding of Continuous Improvement skills
  • Flexible in order to meet business requirements
  • Self motivated, can take responsibility and use initiative
  • Excellent written and oral communication skills
  • Ability to analyse data and present MI to identify and overcome operational issues, including supply and demand management
  • Effective team working and the ability to build rapport
  • Confident in a highly demanding customer facing role with the ability to prioritise tasks and work on own initiative
Start date
ASAP
Duration
12 months +
(extension possible)
From
Lorien
Published at
15.03.2017
Project ID:
1305903
Contract type
Freelance
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