Description: Team Leader
Chippenham
£attractive plus benefits

Rocking Zebra recruitment is currently looking for an experienced Team Leader to supervise a team of customer service advisors to ensure that calls are answered and handled to meet clients requirements and standards.
Assist with the day to day running of the contact centre, through effective supervision of shifts.

Team Management
Manage and develop a team of Call Handers being responsible for the performance management and absence management of the team.
Support, motivate, and develop team colleagues to achieve business and personal goals.
Carry out regular evaluation of standards through assessments with colleagues
Assist with training activities for new clients, updating client information, and on going training, to ensure that training is completed in required timescales for all colleagues.
Assist with training with colleagues as appropriate.

Shift supervision
Manage colleagues adherence to rotas including break to ensure predicted call volumes are achieved.
Complete all administration with regards to attendance and other absenteeism.
Operate and manage the telephony system to ensure that call flows reflect call predications.
Assist to achieve target rates for calls answered, and abandon rates, through ensuring correct staff utilisation

Customer satisfaction
Ensure high levels of customer satisfaction through ensuring service levels are met.

Client satisfaction
Assist with the implementation of new clients by close liaison with other departments.

Communication
Ensure that communication with the team and other departments is consistent, timely and informative.

Administration
Ensure that all administration for the team is current and updated.

General
Provide cover for colleagues for holidays or sickness
Carry out any other tasks that are consummate with this level of role.

Experience and personal qualities

Proven experience working within a client focused environment,
Proven ability to lead and manage a team
Ability to lead, manage and influence team/s
Coaching skills
Well spoken, articulate and positive. Excellent communication skills both written and verbal
Excellent customer focus
Ability to work on own initiative as well as part of a team
Ability to remain calm under pressure and handle challenging customers
Positive and flexible approach to working with a can-do attitude
Numerate with the ability to track budgetary performance

If you feel that this is the role for you then we are keen to speak with you. Please send your details to the Rocking Zebra Recruitment Team.

Rocking Zebra want to offer you the best service possible and we urge you to follow up your application with a phone call to discuss why you believe you are a best fit for the role. We will endeavour to respond to your application within 3 working days, however, if you have not heard from us in that time you have not been successful for this opportunity. Do not give up keep your eye on our website for other suitable roles. Good Luck!

Job Type	Permanent Full Time
Area	122,123,124,125,127,131,137
Sector	20
Salary	£attractive, bens
Start Date	ASAP
Telephone	01793734440
Job Ref	jh697365
Job Views	999

Team Leader - Customer Services

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