Contact Centre Team Leader: Build & Lead a New Hybrid Centre

GreenSquareAccord Limited; West Midlands; Hybrid; GBP 33,000 - 36,000; Full time

Benefits offered by this job

Hybrid work

Home-working

37-hour week

Annual leave + bank holidays

Pension scheme

Employee Assistance Programme

Flexible working

Bonus scheme

Job summary

GreenSquareAccord Limited seeks an experienced Contact Centre Team Leader to launch and lead a new Birmingham contact centre at Brindley Place. This hybrid role requires in-office presence twice a week, with a focus on delivering excellent service across phone, email and digital channels.

You will coach and develop a team of Customer Service Officers, using performance data and KPIs to drive improvements and shape a positive, consistent customer experience for our customers and colleagues across

Qualifications

• Experience in a customer-focused contact centre environment.
• Experience coaching or leading colleagues.
• Ability to use KPIs and performance data to identify improvements.
• Strong communication and customer service skills.

Responsibilities

• Lead and develop a team of Customer Service Officers.
• Coach and motivate colleagues.
• Use performance data and KPIs to improve results.
• Ensure customers receive a positive and seamless experience.
• Shape and establish ways of working for the new team.

Skills

Customer service

People leadership

Coaching

KPI analysis

Job description

GreenSquareAccord Limited seeks an experienced Contact Centre Team Leader to launch and lead a new Birmingham contact centre at Brindley Place. This hybrid role requires in-office presence twice a week, with a focus on delivering excellent service across phone, email and digital channels.

You will coach and develop a team of Customer Service Officers, using performance data and KPIs to drive improvements and shape a positive, consistent customer experience for our customers and colleagues across