Customer Services Team Leader
Our client, an on-line ordering business is looking to recruit a Customer Service Team Leader
Hours: Monday - Friday 9-5pm.
On site parking.
Supervise and support a team of colleagues, ensuring adherence to schedules and performance targets.
Track KPIs such as call handling time, average call time, call abandonment and customer satisfaction scores.
Coaching & Development: Provide training, mentoring, and feedback to improve skills and performance.
Resolve complex customer issues and manage escalated calls professionally.
Prepare and present performance reports, highlighting trends and improvement areas.
Ensure compliance with company policies, data protection regulations, and quality standards.
Proven experience in a call centre environment, preferably in a supervisory role.
Strong leadership and people management skills.
Excellent communication and problem-solving abilities.
Ability to analyse data and generate actionable insights
