Team Leader x 2 - Contact Centre
Core
Lead a team of Customer Service Advisors to manage client calls efficiently, ensuring service levels are met and incidents are resolved within KPI timeframes.
Role type
Team Leader (Contact Centre)
Builds
Customer service operations and incident resolution workflows
Domain
Facilities management, engineering, and energy solutions
Required skills
Team leadership, performance monitoring, incident management, stakeholder relationship building, 1:1 coaching, KPI analysis
Preferred skills
Experience in retail, supermarket, or hospitality environments, fast-paced environment adaptability, solutions-focused approach
Responsibilities
Lead, coach, and develop a team of Customer Service Advisors; Monitor team performance against KPIs and drive continuous improvement; Ensure all incidents are managed, updated, and closed within required timeframes; Oversee inbox and call management to ensure service levels are met; Build strong relationships with internal stakeholders, field teams, and external partners; Conduct regular 1:1s and provide ongoing feedback.