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Senior Team Lead
  • United Kingdom - England - Coventry -
1 year ago
Administrator
Full Time
Job Description

Working in synchronization with the Resource team to forward plan and ensure delivery of our in-day service performance across the multi-channel contact Centre operation. To deliver exceptional results of departmental KPI’s and objectives across our voice and non-voice platforms.

Collaborating with Continuous Improvement stakeholders you will be responsible for supporting the implementation of the contact strategy to deliver an engaging, customer centric service through low effort customer interactions to build loyalty

Key Responsibilities:

  • Working with HR & L&D to build a strong capable team through resourcing & with succession planning for internal development, resulting in:
  • High functioning leaders with exemplary communication skills,
  • Proactive managers who can take an adept, proactive structured approach to managing change and business opportunities, challenges, and risks.
  • Strategic & critical thinkers who can challenge constructively and propose solutions
  • Succession planning and talent management.
  • Inspire and motivate the team to be passionate about delivering the strategy of engaging customer centric focus.
  • Create a positive customer centric culture and give clear direction through effective communication.
  • Have overall accountability and responsibility to meet all the KPI targets across all channels for your direct reports.
  • Manage and lead your direct reports in understanding and implementing business processes and policies. (Conduct and capability)
  • Identify underlying issues in performance and manage actions through to resolution stage
  • Improving customer experience and customer satisfaction (CSAT) within the Operations team by understanding customer feedback, customer journey improvements, trends and issues within the interactions and the provision of the service.
  • Increasing stability through standardization (Macros), embedding consistency in process and operating methodology working with the business Improvement Manager.
  • Identify and work on ways to improve performance
  • Work as a part of the senior team to identify opportunities, risks, issues and operational plans designed to meet the business strategic goals.

What’s in it for you?

  • Competitive salary and benefits package
  • Holiday allowance
  • 50% staff discount & 25% for family and friends
  • Pension scheme

Required Knowledge, Skills, and Abilities
Highly developed leadership skills with a proven track record of leading, coaching and developing senior leaders and teams. Considerable operational experience in a multi-channel contact Centre environment. Strong communication skills with the ability to influence senior managers. Demonstrable track record of managing and delivering against KPI’s and SLA’s in a medium to large contact Centre setting. A track record in improving levels of satisfaction and contact deflection. Experienced in managing and improving the customer journey using digital service channels. Developing effective operational plans to deliver against the business strategy. Creative, critical, and strategic thinker. Strong personal presence, confidence, and credibility. Significant exposure to managing teams through periods of growth, development and change. Desirable, knowledge of Zendesk, 8*8 platforms. Experience of dealing with difficult situations whilst remaining professional, tactful and calm. Highly skilled in analyzing and interpreting data. Good knowledge of Microsoft programs. Encourages fresh ideas to meet an ever-changing environment.

Reference no: 38613

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