We are currently seeking a motivated Contact Centre Team Leader to join our client's dynamic team in Wellington. In this role, you will be responsible for leading a team of customer support professionals in delivering exceptional customer service through various channels, including phone & email.
Responsibilities:
- Manage and lead a team of CSR's, including coaching, mentoring and performance management
- Ensure team members are meeting or exceeding key performance indicators and targets
- Foster a positive and supportive team culture
- Continuously identify areas for improvement and develop strategies to enhance team performance and productivity
- Monitor team performance through regular reporting and analysis
- Ensure adherence to company policies and procedures
- Collaborate with other team leaders and departments to achieve business objectives
- Deliver effective communication to the team and stakeholders
Requirements:
- Previous experience in a team leadership, 2IC or Acting TL role
- Proven track record of leading and motivating a team to achieve high levels of performance and customer satisfaction
- Excellent communication and interpersonal skills
- Strong problem-solving skills
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously
- Proficiency in Microsoft Office applications
- Experience in a contact centre environment is necessary
This is an excellent opportunity for someone looking to take the next step in their career or for an experienced team leader looking for a new challenge. If you are people-focused, supportive and driven to deliver high performance, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter for consideration.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
...
