Contact Center Team Lead

JOB DESCRIPTION

We are currently recruiting for a Contact Centre Team Manager to join our team in Bristol on a full-time, permanent basis. Reporting to a Customer Service Manager the key responsibilities of this role are to lead and inspire a team of Customer Service Specialists. You will act as the customer champion to drive results and make things happen by planning, prioritising, coaching, and developing your team.

In this role, you will:

• Support and develop your team to deliver excellent levels of customer service and performance standards, to achieve company, departmental and individual KPIs.
• Encourage and promote the team to make their own decisions so they are motivated to do their best.
• Manage absence, performance, recruitment and people processes in line with company policy.
• Work in partnership with the resourcing team to have the right people in the right place at the right time to meet all our KPIs.
• Support and implement new and ongoing business initiatives.
• Work as part of a Contact Centre Management Team with regular contact and open and honest communication.
• Working with stakeholders across the business to bring about a cohesive approach to managing performance and delivering excellent service.
• Embrace and manage change effectively by being open to new ideas and fresh approaches.

ABOUT YOU

• You have a passion for motivating and developing people to do their best.
• You value simplicity.
• You can respond positively to problems and take a keen interest in solving them.
• You embrace change and actively seek to improve yourself and processes around you.
• You are organised and can prioritise effectively.
• You are a self-motivator who can work collaboratively to achieve a goal.
• You have a good understanding and can balance customer service needs versus the needs of the business.

Minimum criteria:

• Experience of working in a Contact Centre environment
• Proven and consistent people management skills
• In depth understanding of Customer Services
• Good relationship building skills
• Experience of communicating ideas and updates to different groups of people