THE OPPORTUNITY:

Macildowie are currently recruiting for a Customer Service Team Leader role working for a large organisation based in Leicester City Centre. The main purpose of the role is to manage the performance of the contact centre agents and manage the client’s workloads and contracted service level agreements. To motivate and performance manage, ensuring that key targets are met. Ensuring that appropriate action plans are in place for under performance, and positive feedback and recognition is given. To coach, and inspire agents to deliver service excellence, through high employee engagement.

This is a permanent position working Friday to Monday 8am - 6pm with the hybrid model

THE ROLE & YOUR RESPONSIBILITIES:

Call Quality coaching & honest feedback, identifying challenges to overcome & opportunities to improve.

Monthly 1-2-1 meetings with team members, focusing on KPIs, behaviours, continuous improvement, development and business updates.

Conducting RTW interviews/ managing positive attendance, Performance Management sessions, Probation Review meetings & Personal Development Reviews, Disciplinary meetings and also assisting the broader leadership team in these areas.

Daily Team Huddles to handover/ identify any issues that may affect the operation of the Client Service Centre.

Focusing on resourcing daily vs. call volumes and ensuring that all call queues are adequately resourced, absorbing sickness & holidays, breaks & lunches across the 24 hour shift pattern.

Ensuring that workflows are distributed throughout teams and that the output is measured & reported back to the CSM.

Monitoring the call queues and taking action to maintain the required Grade of Service & agent adherence.

Ensuring that emails to the Helpdesk Supervisors inbox are dealt with within a timely manner.

Ensure Agents understand what their targets are, how they are scored and how they can be achieved.

Reviewing current targets and set new quantitative & qualitative targets for Agents.

Agent performance scores updated, visible, cross-calibrated and utilised to manage the team.

Ensure that appropriate action plans are in place for under performance.

Manage coach and inspire to ensure operational excellence and high employee engagement.

Ensuring that customers are treated fairly and are called back within agreed SLAs, providing quality customer service, including interacting with customers, answering customer enquiries, and effectively handling any client complaints.
Attending client meetings & business meetings with other teams across the business.

Undertaking project work to improve the operation of the Client Service Centre.

Reporting an array of operational data to peers & subordinates, including and not exclusive to Call Quality scores, Overdue Jobs, Agent’s Call Reports & Call Monitoring.

Rotational coverage of bank holidays as required.

Promoting the Company’s values at all times amongst the team

Ensuring that all HR processes and policies are adhered to, invoking disciplinary procedures where appropriate.

Conversant with current Health and Safety regulations.

The post holder may be required to undertake any other duties which may reasonably be required within the nature of the duties and responsibilities of the post.

EXPERIENCE SOUGHT IN THE SUCCESSFUL CANDIDATE:

In order to be considered you must have
Contact Centre Team Leader experience
Ability to think and make decisions quickly
Passion to lead by example and support in delivering a fantastic customer journey
Ability to collaborate with other departments and stakeholders for continuous business improvement
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Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process.
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Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region’s premier employers. To search for all of our live jobs please visit us at macildowie.com.