About This Role
As a seasoned team leader in our contact centre, you will be responsible for leading a cohesive unit of managers and driving exceptional customer experiences. You will work closely with the coach/trainer to develop and implement cutting-edge training programs, quality initiatives, and frontline performance strategies.
You will lead regular briefings, performance reviews, and one-to-one meetings, providing clear feedback and growth plans. Your role will also involve collaborating with workforce planning, HR, quality, and other functions to ensure seamless delivery.
Main Responsibilities:
* Lead and support team leaders and a coach/trainer to achieve outstanding customer experiences through effective team management and coaching skills.
* Develop and implement comprehensive training, quality, and frontline performance strategies that drive business results.
* Analyse performance data using advanced Excel skills to drive improvement plans and optimize business outcomes.
* Partner with the Coach/Trainer to ensure effective onboarding and ongoing development of team members.
* Collaborate with Workforce Planning, HR, Quality, and other functions to ensure smooth delivery and alignment with business objectives.
Required Skills and Qualifications:
* Proven leadership experience in a contact centre environment with a track record of achieving business goals.
* Strong people management and coaching skills with the ability to motivate and develop high-performing teams.
* Agility and resilience in managing change and pressure while maintaining a customer-centric approach.
* Excellent communication and stakeholder skills with the ability to build strong relationships across the organization.
* Advanced Excel skills with the ability to translate data into actionable insights and drive business decisions.
What We Offer:
* A competitive salary and performance-based bonus structure that rewards achievement and drives excellence.
* Opportunities for career development and progression within a dynamic and forward-thinking environment.
* A supportive and collaborative culture that fosters continuous learning and professional growth.
* Access to cutting-edge training and development programs that enhance skill sets and stay ahead of industry trends.