Contact Centre Team Leader

Location West Malling
Contact name: Felicity Handley

Contact email:
Job ref: 5569
Published: about 1 year ago

Our client, a leading charity are looking for a Contact Center Team Leader to join their team. The Contact Center Team Leader will be responsible for leading and motivating a team of Customer Service Representatives.

The Contact Center Team Leader will create an environment of continuous improvement to ensure their customers receive a positive customer experience at all times.

Key responsibilities for the Contact Center Team Leader;

  • Manage the day-to-day workflow across the teams ensuring that our Service Level Agreements (SLA) are met.
  • Lead and motivate the team, managing performance with regular 1-2-1’s and delivering feedback by use of coaching and mentoring
  • Develop positive working relationships with our key stakeholders, both internal and external

Key skills for Contact Center Team Leader;

  • Previous Team Management essential – leading a multi-functional team
  • Strong workflow management skills
  • Confident and positive communication skills
  • Outstanding organisation skills and attention to detail
  • Strong investigative skills with a focus on being solution driven

Please apply as directed!