Customer Service Team Leader
Core
Lead and develop a team of Customer Care agents to deliver outstanding service outcomes, manage KPIs, and ensure compliance within a regulated life insurance contact centre.
Role type
Senior IC Customer Service Team Leader
Builds
Customer care operations and team performance in a life insurance contact centre
Domain
Financial Services / Life Insurance / Contact Centre Operations
Required skills
Team leadership, coaching and people development, KPI management, operational process improvement, data analysis, compliance management, change management, conflict resolution, Microsoft Office proficiency
Preferred skills
Life insurance industry experience, regulated call centre environment experience
Responsibilities
Lead team performance through regular 121s, coaching and improvement plans; Hold direct reports accountable to their KPIs; Track and analyse daily results to spot trends; Run weekly call calibrations, coaching sessions and quality checks; Resolve escalated complaints in line with the complaints process; Report weekly and monthly performance to the Head of Customer Care
Seniority
Senior, hands-on IC
