Posted in: Customer Service/Call Centre in Newcastle upon Tyne | Posted: |
We are looking for someone who is passionate about people development to lead a team of Customer Care professionals with the aim of driving performance to meet business objectives and exceed client expectations. The Team Lead will also be the main point of contact for the client and customer escalation therefore outstanding communication skills is essential.
Responsibilities Include
* Guide the team to achieve objectives and support the growth of the product in a customer focused culture
* Equip and prepare your team to deliver a second to none customer experience and drive closure of complaints.
* Monitor productivity, hours, staffing, quality and compliance
* Complete Quality Assurance identifying gaps and implementing appropriate support via remote call listening and side by side coaching
* Attend management / stakeholder meetings and appropriately deliver insights / information
* Ability to convey information clearly and effectively both written and oral
* Facilitate and deliver briefs either on a 1-to-1 or group basis ensuring all colleagues have a full understanding of the product/process.
* Monitor and drive your team’s performance to exceed goals, providing them a clear goal and structured support to help them perform at the best of their ability
* Performance management: career counselling, coaching, performance development, 1:1's, mentoring
* Invest in your own development and growth by ensuring your knowledge is current and relevant in line with product improvements
* Identify and implement best practice opportunities in a fast paced environment
* Provide support in resolving complex and/or escalated queries or complaints
* Anticipate and resolve risks or issues that are preventable to ensure positive customer outcomes
* Educate and lead by example so that the team are aware of and adhere to the department standards, policies and procedures.
* Live by and demonstrate the clients core values and be an advocate of our organisation
Required skills and experience:
* People management/support experience in a contact centre environment
* Familiarity with Utilities and complaints beneficial
* Strong interpersonal skills and ability to work on own initiative whilst in a team environment
* Excellent organizational & time management abilities
* Analytical approach to problem solving
* Ability to establish and maintain key relationships across both Accenture and the Client’s organization