Customer Care Team Leader
Core
Lead and manage a team of Customer Care Agents to deliver exceptional customer experience and achieve set KPIs in a contact centre environment.
Role type
Senior IC customer care team leader
Builds
Contact centre operations delivering customer service for Momentum Energy
Domain
Energy retail + contact centre operations
Required skills
team leadership, compliance and risk management, contact centre best practice, change management, data analysis, process improvement
Preferred skills
energy retail experience, coaching and mentoring, stakeholder engagement
Technologies
contact centre systems and procedures
Responsibilities
Lead and manage a team of Customer Care Agents; Recruit, develop and evolve capability in people; Identify skill gaps and provide training/coaching; Ensure operational processes are compliant; Manage Quality Assurance program including call monitoring and coaching
Seniority
Senior, hands-on IC