Description: need a Customer Service – Team Leader immediately starts from Sun, 03 Feb 2013 17:50:43 GMT, this position will be placed in England.
For more detail information about this job vacancy please read the description below. If interested in this position, please email us your resume, along with salary requirements and a cover letter to starts from Sun, 03 Feb 2013 17:50:43 GMT.
Our clients based in Poole are looking to recruit a Team Leader to manage a team of 18 Customer Service Advisors.
You will be responsible for the following:
Manage, motivate and develop employees through effective performance management
Generate a learning, coaching and feedback culture within team, ensuring absolute honesty and fairness
Conduct monthly and annual reviews with Agents highlighting coaching opportunities and career development
Conduct regular quality monitoring ensuring quality standards are met
Monitor team and individual productivity to ensure that service level agreements are maintained
Managers in line with the business operating procedures e.g. sickness and scheduled adherence
Complete require management reporting through use of appropriate systems to ensure that all necessary information is available
Deliver into team performance and processes improvements programmes to move towards problem prevention as requested.
Demonstrate commitment to Values
Maintain a high standard in personal KPI targets as defined
Minimum 2 years proven experience in leading, motivating, and developing teams of greater than 10 employee’s
Ability to Demonstrate that the candidate is driven, committed and results orientated with the proven ability to meet KPI’s
Motivated by successfully meeting customer needs – a desire to go beyond the call of duty to exceed the customer’s expectations
Knowledge of best practice in terms of service excellence initiatives
Knowledge of call-centre technology and telephony systems
Strong interpersonal and influence management skills
Demonstrates the ability to think tactically and translate tactics into action plans
Proven communication skills
Self-motivated, uses initiative and problem solve
General knowledge of all MS office programs such as word, excel and power-point
Wireless data and GSM experience
Formal qualifications with A-Levels a minimum requirement
Formal job related qualifications
Comfortable with technology and relish new opportunities
Salary: £18,000 – £23,000
Sun, 03 Feb 2013 17:50:43 GMT