Impulse Recruitment are currently recruiting for a Call Centre Team Leader for a large company based in D 22
This is a full time Permanent position and an excellent opportunity to join a thriving company
There will be a remote option available thereafter training and probation period
Job Functions & Responsibilities:
- Managing & leading the team through training, coaching, setting goal & giving guidance to improve performance.
- Manage and monitor team performance against KPI’s
- Experience in complaint handling.
- Drive a strong customer focus with commitment from the team to deliver the highest standards in customer care and professionalism.
- Identify and inform the Operations Managers of call trends and other related issues that affect and drive the department’s daily operations.
- Communicate with your team through team meetings to ensure team members receive feedback on there performance and business updates.
- Develop and implement performance improvement plans and train team members to achieve their goals.
- Manage the onboarding process for new hires and ensure that they receive proper training and support.
- Collaborate with other departments to identify and implement process improvements to enhance the overall customer experience.
Your experience will include:
- A minimum of 2-3 years’ experience in a team lead or supervisory role, preferably in a call centre environment.
- Strong leadership and communication skills and the ability to motivate and lead your team.
- Experience in complaint handling.
- Excellent customer service skills and passion for delivering exceptional service to our customers.
- Experience managing remote teams and offshore teams is desirable.
Benefits:
- Bonus pay, Sick pay, On-site parking
Schedule:
- Monday to Friday
Experience:
- Team Lead: 1 year (preferred)
Experience:
- Call Centre Team Leader: 1 year (preferred)
- Customer service: 3 years (preferred)