Job Description

You will obviously have a Contact Centre leadership background, will be enthusiastic in nature with a passion for high service levels and will have a demonstrable background in successfully leading high performing Contact Centre teams.

Acting as a role model you will have the following responsibilities:

• Mentor, coach and train your team using performance data to identify areas of improvement.
• Deliver company KPI’s and targets linked to service levels
• Instil a sense of empowerment, enabling your team to work on their own initiative to solve customers’ problems.
• Work in partnership with the training and HR teams to ensure your team have all of the soft skills necessary to provide the highest levels of service
• Carry out performance reviews and act an escalation point for any customer issues which cannot be resolved by your team.

This is a tremendous post for a customer centric individual to join a progressive, well known organization.

Required Knowledge, Skills, and Abilities