Contact Centre Team Leader
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Job Description
Contact Centre Team Leader leading Customer Service Advisors for Capita, a business-process outsourcer. Managing KPIs, coaching, performance reviews, and service improvement from home.
Responsibilities:
- Lead and manage a team of Customer Service Advisors
- Ensure performance targets, service levels and quality standards are consistently achieved
- Monitor KPIs, service levels, quality standards and customer satisfaction measures
- Conduct one-to-one meetings, coaching sessions and performance reviews
- Develop and implement coaching and development plans
- Promote a positive customer-focused culture
- Support continuous improvement activities
- Communicate operational updates and manage change initiatives
- Work with internal stakeholders
Requirements:
- Previous experience leading and managing a team within a customer service or contact centre environment
- Proven ability to monitor and manage individual and team performance against KPIs, service levels, quality standards and customer satisfaction measures
- Experience conducting one-to-one meetings, coaching sessions and performance reviews
- Ability to use performance data, management information and quality assurance feedback to identify opportunities for improvement and drive results
- Experience developing and implementing coaching and development plans
- Strong communication and stakeholder management skills
- Ability to work collaboratively across operational support functions
Benefits:
- 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
- Paid day out of the office for volunteering
- Auto-enrolment to company pension
- Life assurance
- Cycle2work scheme
- 15 weeks’ fully paid maternity, adoption and shared parental leave
- Two weeks’ paternity pay
- Voluntary lifestyle benefits, including retail, socialising, health and wellbeing, travel and technology discounts
- Employee Network Groups
- Flexibility that comes with working from home
- Career growth and professional development opportunities
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