Address
Form of workJob Summary:
The primary focus of this role is to lead, coach, and develop our talented team of Client Services Centre Consultants to deliver outstanding customer experiences while achieving performance targets and KPIs.
Key Responsibilities:
• Supervise and developing a team of highly professional and motivated Contact Centre staff
• Coach team members to assist them in meeting their KPIs
• Provide support to the Contact Centre Manager with rostering and scheduling.
• Foster effective relationships with other business units to ensure the success of business initiatives
• Identify issues and recommendations for improving processes, workflows, and systems
• Assist with recruitment, onboarding, induction training and staff performance reviews
Requirements:
• Minimum 2 years Contact Centre experience, with a minimum of 6 months experience in a leadership
role;
• A positive attitude;
• Ability to master a fast paced and changing environment;
• High level of written and verbal proficiency;
• High level of customer service focus;
• Proven experience of leading, motivating and coaching a team
• Ability to exercise sound judgement when solving problems under pressure.
• Willingness to take inbound calls during peak periods to support your team
