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Customer Service Team Lead
2 months ago
Charterhouse is seeking an experienced Customer Service Team Lead to join our team. As a key member of our operations team, you will be responsible for leading a team of customer service representatives and providing operational support across all aspects of customer service.
Key Responsibilities- Team Leadership: Lead, supervise, and coach contact centre staff to ensure all services are delivered to a high standard.
- Operational Management: Monitor and review day-to-day operational aspects of the contact centre, ensuring key performance indicators (KPIs) are met.
- Reporting and Analysis: Maintain accurate records and provide statistical data on the contact centre as requested by management.
- Conflict Resolution: Facilitate and manage resolution for any conflict situations relating to team members.
- Customer Complaints: Handle and resolve customer complaints through all channels, identify opportunities to improve processes, and prevent future complaints.
- Team Engagement: Drive and facilitate initiatives to promote a highly engaged team culture and work environment.
- Resource Management: Ensure the contact centre is resourced adequately, including the recruitment and onboarding of new staff.
- Performance Management: Conduct regular one-on-ones, coaching sessions, and performance conversations with staff to identify training/development needs and knowledge gaps.
- Leadership Experience: Previous experience in a management or team lead role within a contact centre environment.
- Customer Service Leadership: 5+ years of customer service leadership experience, with a proven track record of achieving objectives.
- Team Supervision: Demonstrated experience in supervising diverse teams to deliver customer service plans and processes.
- Workforce Management: Experience and understanding of a workforce management system and rostering tool, to assist with optimising resources through forecasting, scheduling, and monitoring of workforce in real-time.
- Queue Management: Experience working with a queue management solution, including updating ticket options, reporting, and data collection.
- Telephony Systems: Administrative experience working with a telephony call routing system, which includes messages on hold, agent classes, queue settings, and auto-attendant options.
- Stakeholder Management: Stakeholder management experience to build relationships, break down silos, and identify process improvement with other areas of the organisation to ensure a positive outcome and better customer experience.
