Customer Care Team Leader

The role:

Leaving a legacy starts on day one. We believe that we only get one chance to make a great first impression with our new employees and that every interaction is an opportunity to make the world around us better. Our Team Leaders should always look the part, act the part, and treat their physical environment as a reflection of their legacy and ours.

Our Team Leaders should always look the part, act the part, and treat their physical environment as a reflection of their legacy and ours.

The detail:

Management

Ensure the team meets their core KPI of Service targets.

Target setting, call-flow management and interval control, drive and encourage individuals and the whole team, through call and utilisation times using measurement, targets, reward and recognition, feedback and communication.

Responsible for the day to day management of your team, including the monitoring of shift patterns, time-keeping, absence, and overtime

Coaching and Developing

Coach, mentor and develop the team.

Foster a culture of continuous improvement by seeking ideas, challenging the status quo, identifying best practice and reviewing departmental processes.

Establish goals both for the team and for individual employees, and conduct regular performance reviews.

Identify and address any training that your team require.

Collaboration

Actively work with other Team Manage