Contact Centre Lead & Team Coach

Auto Windscreens; Birdholme; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading automotive service provider in the United Kingdom seeks a Lead Agent to enhance team performance in a contact centre environment. The successful candidate will mentor new starters, support agents in performance metrics, and assist in customer resolutions. Strong customer service skills, coaching abilities, and a self-motivated attitude are essential. This role involves reporting trends, conducting evaluations, and maintaining compliance with data protection regulations.

Qualifications

• Ability to provide accurate weekly reports to management.
• Clear communication skills to handle customer requests.
• Experience in coaching and providing feedback to team members.

Responsibilities

• Mentor new starters and apprentices in the contact centre.
• Conduct observations and evaluations of agent performance.
• Support telephony services during operational challenges.

Skills

Customer Service Skills

Coaching

Clear Communication

Self-motivation

Problem-solving

Job description

A leading automotive service provider in the United Kingdom seeks a Lead Agent to enhance team performance in a contact centre environment. The successful candidate will mentor new starters, support agents in performance metrics, and assist in customer resolutions. Strong customer service skills, coaching abilities, and a self-motivated attitude are essential. This role involves reporting trends, conducting evaluations, and maintaining compliance with data protection regulations.