Customer Service Team Lead
1 day ago
We are seeking an experienced Customer Service Team Lead to join our dynamic Contact Centre team at Belgravia Leisure.
This is a key leadership role that involves recruiting, managing performance, and leading teams of customer service representatives. As a Team Lead, you will be responsible for attracting and selecting talented individuals, overseeing their performance through coaching and feedback, and providing leadership to achieve collective and individual goals.
Key Responsibilities- Manage various channels: voice (inbound/outbound), web messaging, SMS, and email.
- Lead consultants to achieve goals and metrics.
- Ensure clear and engaging communication with customers.
- Achieve sales/service targets through staff development and performance monitoring.
- Develop a team of highly professional and motivated Contact Centre Consultants.
- Assess and address performance issues promptly.
- Foster effective relationships with venue managers and head of department staff.
- Implement corrective action plans for employee performance improvement.
- Collaborate with your line manager on termination decisions when necessary.
- Experience managing a team of 10-15 direct contact centre consultant reports.
- Excellent leadership, people management, and team management skills.
- Contact Centre experience in a similar environment.
- Ability to inspire and create enthusiasm, energy, and cooperation in others.
- Coaching and encouraging staff to perform at their optimum level.
- Workflow management and efficiency skills.
- Understanding of contact centre practices, dependencies, and operations.
- Competitive Salary: $80,000 - $110,000 per annum.
- Flexible Work Arrangements.
- Free Gym Membership.
- Employee Benefits Program.
- Key role in the growth of our contact centre expansion.
- Opportunities for ongoing training and career development.
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