Team Leader - Critical Incident Desk
Hybrid
Core
Lead, mentor, and manage a diverse team within a 24/7 fast-paced contact centre environment to ensure set targets and KPIs are achieved.
Role type
Team Leader (Contact Centre)
Builds
Operational efficiency and team performance in a Facilities Management contact centre
Domain
Facilities Management / Customer Service
Deliverable
dashboards & analysis
Required skills
Team leadership, rostering, stakeholder liaison, KPI management, customer service, fast-paced environment adaptability
Preferred skills
Computer skills, attention to detail
Responsibilities
Lead, mentor, motivate and manage a diverse team; Ensure set targets and KPIs are achieved; Manage day-to-day workload of team members as well as rostering; Liaise with internal and external stakeholders; Work within a fast-paced contact centre environment that operates 24/7