Team lead-Contact Center

Contact Centre Team Leader:

We are currently recruiting a Team Leader for our Contact Centre operations!We are partnered with a large banking provider and are looking for an individual to manage a team and provide excellent customer service in a second level of support to our client. In this role, you will manage and supervise a team of 7 to 8 customer service executives who handle customer enquiries by liaising with both our internal teams and our clients, providing an efficient, courteous and professional service at all times.  This will be non voice semi technical support.This is a new client for Capillary, so we are looking for someone who is adaptable and proactive in providing feedback and suggestions on how we can drive positive changes as we launch and integrate the client base.Full time 40 hours per week between the hours of 08:00 – 20:00 Pm EST ,Monday to Sunday -If you have the following skills or experience, then this could be the ideal role for you…1. Customer Service

• Ensure all incoming communications (customer queries/contacts) are handled efficiently and professionally, ensuring customer satisfaction at all times and service level agreements are met.
• To promote the Company or Client goods and services as required, in line with department and individual targets and service levels.
• Ensure that knowledge of products, services and procedures is comprehensive and up to date and identify areas where additional training may be required to ensure continued quality and productivity.
• Operate contact centre equipment and operating systems proficiently and in line with internal policies and procedures.
• Whilst on the telephone, face to face on video calls or when writing to a customer, represent the company in a professional manner at all times, using internal guidelines, complaint documentation and expertise where necessary.
• Manage and supervise the team to ensure we adhere to internal processes and procedures , and achieve the agreed upon SLA.
• Reporting to management and making suggestions for improvements

2. Team Working

• Achieve and maintain individual performance standards to help meet departmental objectives and organisational service level agreements.
• Share and discuss ideas with manager and/or colleagues about where working practices could be improved, and where practical or appropriate, assist in implementing changes
• Overseeing the daily operations of the customer service team
• Developing and implementing customer service policies and procedures
• Training and mentoring customer service representatives
• Resolving complex customer complaints and issues
• Monitoring and evaluating the performance of team members, providing feedback, and conducting performance reviews
• Coordinating with other departments to resolve customer issues
• Ensuring that the team is delivering a high level of customer service that meets or exceeds customer expectations
• Compiling and analyzing performance data to measure productivity and goal achievement
• Implementing strategies to improve quality and productivity
• Ensuring compliance with company policies and procedures

3. Other

• Attend and participate in monthly team briefings, training workshops and update briefings as and when required and to prepare information and collate action points as appropriate or requested
• Carry out any other tasks or duties as may be set from time to time.

Education:Basic Degree required in any field.Experience & Knowledge:1. Excellent English written and spoken communication and interpersonal skills

• Articulate communicator
• Excellent Listening skills
• Excellent writing skills
• Excellent telephone etiquette

2. Excellent computer skills

• Experience using Google based packages
• Experience of using the Internet

3. Attention to detail4. Able to retain knowledge and understand multiple processes5. Experience in managing people to achieve specific company objectives.