lead and motivate a diverse team of customer representatives to meet individual and team goals
foster a high-performance culture, encouraging your team to consistently exceed targets in terms of speed, efficiency, sales, and quality
enhance team efficiency through proactive, real-time management of performance
assess staff performance, identify training needs, and collaborate with relevant departments to plan and organize training sessions
provide coaching, feedback, and maintain training and development plans for team members
maintain comprehensive knowledge of our products and services across the team
coordinate team reward and incentive programs, ensuring a customer-centric culture is upheld
collaborate with key stakeholders to deliver excellent service standards across all customer channels, including SLAs, answer rates, and call waiting times
Requirements
previous experience in a leadership role within a contact centre
collaborative team player who takes ownership of outcomes can work independently and requires minimal guidance
strong interpersonal skills, capable of communicating effectively with stakeholders at all levels
exceptional people management abilities
strong focus on customer satisfaction and service delivery
thrives in a fast-paced environment
excellent understanding of technology, software applications, and phone and computer systems