Customer Service Team Lead - Coach, Elevate Performance

CCA Recruitment Group; Belfast City District; On-site; GBP 31,000 - 37,000; Full time

Benefits offered by this job

Performance-related bonus

Career progression

Collaborative culture

Job summary

CCA Recruitment Group in Belfast is seeking a Customer Service Team Leader to oversee a busy customer service team and drive outstanding experiences. You will inspire, coach and develop advisors to achieve service, quality and productivity goals.

You will lead coaching sessions, monitor KPIs, handle escalations and support recruitment, onboarding and induction of new team members while working closely with management to meet operational objectives.

Qualifications

• Experience leading customer service teams in a contact centre.
• Strong coaching and performance management skills with ability to drive results.
• Excellent communication and problem-solving abilities in a fast-paced environment.

Responsibilities

• Lead, motivate and develop a team of Customer Service Advisors.
• Conduct regular coaching sessions and performance reviews.
• Monitor KPIs and service levels, drive quality, and productivity.
• Handle escalated enquiries and complaints professionally.
• Create a positive working environment that promotes high performance.
• Identify training and development needs across the team.
• Analyse performance data and implement improvement plans.

Skills

Team Leadership

Coaching & Development

Performance management

Customer service

Communication skills

Call center experience

Job description

CCA Recruitment Group in Belfast is seeking a Customer Service Team Leader to oversee a busy customer service team and drive outstanding experiences. You will inspire, coach and develop advisors to achieve service, quality and productivity goals.

You will lead coaching sessions, monitor KPIs, handle escalations and support recruitment, onboarding and induction of new team members while working closely with management to meet operational objectives.