Job Description

• Manage a team of inbound / outbound customer service agents

• Improve processes and procedures in line with SLA's

• Motivate staff to meet KPI's

• Identify and deliver learning and development initiatives for the contact Centre team

• Engage in weekly meeting with the senior leadership team and business partner with key stakeholders within the business

• Root cause analysis on complaints

• Taking escalated complaint calls

• Ensure NPS and customer service scores are increased and maintained

• Present data to the senior leadership team to identify areas of improvement

Required Knowledge, Skills, and Abilities

MUST have previous experience managing a customer service team / customer service team leader. Good commercial/business acumen with strong stakeholder management experience. Must have experience in improving processes and procedures. You will be passionate about developing your team and providing an environment of continuous learning. Ideally will have experience in presenting data and business cases to internal stakeholders.