/ Job ID [8723617]

Team Leader

Posted 5 months ago

  • Kirkton of Auchterhouse, Angus, Scotland
  • Permanent
  • £28,000.00 / Per Annum
  • External
  • Expires In 4 months
CCA are proud to be partnering with a new client in #####. As part of our amazing partnership, we have some amazing opportunities for the local community and surrounding areas to kick start an amazing career.
Team Leader
Start date - January #####
Location - Perth
Salary - £28,000
As a part of the team, you will be joining at an exciting time, this will be a time of creativity, high energy, and complete drive. As a Team Leader you will be responsible for around 11-15FTE agents who will be communicating with Stagecoach customers via telephony, email, webchat, and social media.
Your team will learn from you, you will be their leader, coach, and mentor. Not only that you will provide 121 training to ensure that each team member is fully onboarded.
Your role is crucial in the success of our contact centre as we return to the Perth to get back to our heritage and remind the locals of how much we care for the community.
Not only will you be a driven and motivated people manager, growing and developing your team, but you will also play a huge part in ensuring that as a business we outperform our competitors within the public transport sector. To do this we need you to have developed skills within account management, be able to make decisions and believe in our brand.
Responsibilities -
People management
Coaching performance with your team and department
Real time analysis
Strong KPI understanding
Confidence
Essential Experience -
2- 3 years contact centre experience
2 years people management experience
Good excel and Microsoft skills
Great understanding and proven use of KPI reporting and customer satisfaction
The most important skill you will possess is a passion for creating a culture where your people put the customer at the heart of everything they do; the standard to aspire to is where every single customer is treated as well as you would expect one of your own family to be