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Team Leader Customer support

1m ago
min 5 years
Belfast, UK

Job Description:


The Customer Care Centre provides Inbound andOutbound support for eir customer queries. This includes contact from bothFixed and Mobile consumer base through both Telephony and Web based contactcentre methodsEnsure good integration with back office operations forproper execution of end-to-end processes.

      Meet Client and Organization objectives at acenter and team level

      Observe individual transactions and monitor tofind best practices and improvement opportunities

      Managing the floor ensuring consistency,adherence and discipline

      Participate in planning and execution of workfor self and team

      Report performance and escalate problems

      Establish and maintain effective work procedures

      Review, assess and identify coaching &training needs to provide staff with necessary skills and knowledge

•      Plan and monitor operations initiatives toimprove the efficiency and effectiveness of the voice process

      Review and ensure processes are in compliancewith internal policies and external regulations.

      Respond to escalated issues regardingperformance and quality.

      Coordinate, participate, and/or manage multipleprojects assigned by senior management, providing input on operations relatedmatters.

      Interface and coordinate with variousstakeholders


Functional Competencies:

      Strongcomputer literary including MS Office

      Highlevel of written English

      Applicantsneed to be proficient at typing, with an above average words per minute typingspeed

Behavioral Competencies:

      Excellent leadershipand motivational qualities

      Excellentpresentation, design and writing skills

      Strongleadership skills and ability to demonstrate same. Strong negotiation skillsgained in a changing environment.

      Proventrack record of meeting and exceeding expectations.

      Abilityto inspire and support team, customers and colleagues.  Able to work on own initiative and manage owntime and workload effectively. Confident decision maker, able to work on owninitiative.

      Commerciallyaware, customer centric individual. Quick learner

      Developa good working internal relationship with stake holders. Creative problemsolving skills

      Strongattention to detail and quality.

      Self-motivationwith positive approach to targets

      Flexiblewith Shifts

Experience:

      Minimum1 year in Team management

 

Job posted by- Rahul Pandey
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