About the job Contact Centre Team Leader

Purpose:

To develop, motivate and lead a team of advisors to provide a superior level of service individually and collectively across various campaigns. You will be responsible for the delivery of KPIs through robust coaching and day to day management ensuring a high level of standards within your team.

Duties and responsibilities:

• Lead, motivate and engage a team of advisors, enabling and empowering them to deliver a superior level of service and achieving project KPIs.


• Management of performance on a individual and team level via:


• Consistent coaching, call monitoring and feedback.


• Completion of one-to-one reviews


• Regular team meeting and briefs


• Ensuring all individual agents understand KPIs, goals and objections and how to achieve and maintain these.


• Reward good performa...