Contact Centre Team Leader
Posted 1 week ago by Addition+
£50,000 Per year
Undetermined
Hybrid
Borehamwood, England, United Kingdom
Summary: The Contact Centre Team Leader role at a leading entertainment company involves managing a written contact centre team, focusing on performance management and operational efficiency. The position requires overseeing team development through tailored plans and addressing underperformance. The role is hybrid, requiring three days in the office each week, and offers a competitive salary. Candidates should have prior experience in managing customer service teams and proficiency in relevant software tools.
Key Responsibilities:
- Leading the written contact centre team - emails, letters
- Lead performance management for each team member by creating tailored Personal Development Plans
- Identifying suitable coaching, learning, and training opportunities that align with individual learning preferences
- Addressing and managing underperformance promptly and consistently
- Overseeing and enhancing the effectiveness of operational procedures and day-to-day practices
- Completing all personnel-related responsibilities in line with company guidelines
- Tracking team's work in real time
Key Skills:
- Previous experience managing an inbound contact centre/customer service team
- Proficient in utilising Microsoft Office tools and software
- Familiar with customer relationship management (CRM) platforms
- Skilled in interpreting and leveraging data insights
Salary (Rate): £50,000 yearly
City: Borehamwood
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
We're currently hiring for a Contact Centre Team Leader to join a leading entertainment company! This is an amazing opportunity to join a large well-known brand.
What You’ll Bring To The Table
- Leading the written contact centre team - emails, letters
- Lead performance management for each team member by creating tailored Personal Development Plans, identifying suitable coaching, learning, and training opportunities that align with individual learning preferences.
- Address and manage underperformance promptly and consistently.
- Oversee and enhance the effectiveness of operational procedures and day-to-day practices to improve overall team efficiency.
- Complete all personnel-related responsibilities in line with company guidelines.
- Track teams work in real time
Skills & Experience We're Looking For
- Previous experience managing an inbound contact centre/customer service team is a must.
- Proficient in utilising Microsoft Office tools and software.
- Familiar with customer relationship management (CRM) platforms.
- Skilled in interpreting and leveraging data insights to enhance the growth and effectiveness of contact centre team members.
What’s In It For You?
Location: Borehamwood (3 days in the office per week)
Salary: £40,000 - £50,000
Hybrid (3 days in the office per week), 25 days of annual leave, and more.
For further information on this Contact Centre Team Leader role apply below
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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