Team Lead Call Centre Remote Work Christchurch Auckland One of our Large consulting and business process services Client is looking for an ambitious Customer support Associate for a remote role to join them on a permanent basis Role purpose To lead a team of Customer Service agents delivering best in class endtoend service for customers proactively seeking opportunities for continuous improvements in overall customer service delivery and business performance Key accountabilities and decision ownership Leading and inspiring a team of Customer Service agents to deliver excellent levels of individual team performance and customer satisfaction Working closely with the team motivating and coaching them Hosting 121 s and team meetings Keep up to date with business development and new product lines Provide reports as required to members of the leadership team Manage daytoday line activities prioritise and make risk impact assessments within existing processes and procedures towards achieving SLAs Ensure training and development plans are maintained for all team members Use company methodology team input and own initiative to ensure attendance and retention targets are achieved Manage the fair and consistent application of performance management and disciplinary measures as necessary Support the Assistant Manager Operations including highlighting operational risks and areas for improvement Keep up to date with any industry changes affecting the business and relay this knowledge back to the team Work with the management team to identify and deliver positive change and business efficiencies Deliver the allocated part of the operation within agreed budgets service levels and business targets Escalate any appropriate problems to senior leadershipCore competencies knowledge and experience Excellent written and verbal communication skills Minimum of 2 years experience as a Team Leader Manager preferably within a contact centre environment Strong coaching and peopledevelopment skills preferably through call listening quality feedback etc Excellent organisational and planning skills Good understanding of Group Dynamics diversity Analytic and Results Oriented Process oriented and contributes to process improvements Use knowledge of products technology processes and systems to solve problems that impact our customers Brings the customer experience into every decision Acts as a customer champion and takes accountability for identifying and addressing underlying service issues Ability to deal with demanding customers and escalations Energetic and motivating individual If you feel you are suited for this role kindly click APPLY to submit your profile Alternatively please share your resume to resumes deliverycentric com mentioning JobID3230 in subject line Excellence Delivered Value Realised Level 33 ANZ Centre 2329 Albert Street Auckland 1010 New Zealand Phone 64 9320 1717
