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Customer Experience Team Leader - Part Time
This job has expired, and cannot be applied for.
- Posted By: Horizon Recruitment Sheffield
-
Address:
- 23 Orchard Square
- Sheffield
- S1 2FB
- Contact: 0114 2755444
- Date Posted: 27th Oct 2008
- Salary: salary is negotiable from £17,707.53 for 35 hours - Pro-Rated
- Location: Other (Wath Upon Dearne)
- Reference Code:
- Views Since Posting: 43
- Full Description:
This role is working for a high profile, very successful and forever expanding Call Centre.
You will be a member of the operations management team, managing and coaching a team of customer service advisors ensuring operational excellence, productivity and cost-effective management within this team.
The salary is negotiable from £17,707.53 PRO-RATED Potential candidates will be invited to a Team Leader assessment day during mid to end of July.
The hours are:
4pm to 8pm working over 5 days that includes one day at the weekend. This will be 20 hours in total
5pm to 9pm working over 5 days that includes one day at the weekend. This will be 20 hours in total
4pm to 9pm working over 5 days that includes one day at the weekend. This will be 25 hours in total
This role involves:
1. Support Duty Manager/Team Manager and Operations Manager to manage team productivity and general productivity adherence to maximise service levels and minimise work queues to agreed client/internal standards.
2. Provide daily feedback on performance and general information cascade to team and conduct agreed levels of team 121s, meetings, Fit 2 Fly and company communication sessions.
3. Conduct agreed level of quality assessments and feedback to ensure quality standards are maintained.
4. Manage individual and team performance to ensure productivity and shrinkage targets are achieved.
5. Conduct agreed level of side by side coaching with associated development plans.
6. Provide agreed performance scorecard reviews and appraisal sessions.
7. Provide real-time support to customer service advisors for queries and problems including temporary work activity support.
8. Adhere to HR policies and procedures to provide a fair and consistent approach to managing staff and conduct counselling and disciplinary hearings.
9. Manage agreed Planning processes and communication.
10. Conduct customer service advisor interviewing and selection.
11. Support line manager on client or company related project work, process or policy changes or general communication and liase with client or internal company functions as appropriate.
What they are looking for:
Experience needed, qualifications, decisions, whatever it is essential to know about the job
Desirable NVQ Level 3 or 4 in Customer Service
Educated to O/A level standard
Qualified by experiencePeople management skills
2 years minimum in a customer service, sales or collections environment
Excellent coaching, communication and support skills
Product knowledge desirable
PC user knowledge
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