Contact Centre Team Leader

Contact Centre Team Leader

Location: London , South East Salary: 28000 - 33500 per annum Date posted: 07/04/2012 16:06 Job type:Permanent Company: Lifeline Personnel Contact: Demi Barrett Ref: Totaljobs/CCM1 Job ID: 53232294

To manage an incentive plan and to utilise said plan to mentor and deliver performance across the team
To ensure effective management of the central hub utilising contact centre technology and reporting tools
Monthly call quality checking, documentation & feedback to staff
GENERAL RESPONSIBILITY:
Management of a team of team leaders and Advisors
Ensuring all team members are trained in the utilisation of contact centre technology
Monitor performance of all team members to ensure qualitative and quantitative targets are met and service levels achieved
Coach and develop all team members
Maintain exceptional standards of customer service amongst team members
Create and maintain a culture of continuous development and learning within your team
Effective communication with key stakeholders
To play an integral part in the creation of a centre of excellence

REQUIREMENTS
Previous experience of running a successful call centre or sales organisation
Supervisory experience within a contact centre environment
Experience of contact centre technology & metrics
Previous customer service delivery experience
Excellent communication and interpersonal skills
Experience in Healthcare
Competent IT skills
Ability to work as part of a team
Recruiting and training of new & existing staff
Efficient resolution of escalated customer queries/complaints