Customer services team leader

Overview

Customer Services Team Leader

Details

Hours: Monday - Friday 9-5pm. On site parking.

Responsibilities

• 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.

Qualifications

• 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.