About the company
Join a dedicated team who strive to provide exceptional service to their community. As they navigate a busy period, we're looking for an enthusiastic and skilled Team Leader to jump on board.
Role Overview
As the Team Leader, you will play a pivotal role in ensuring the contact centre operates smoothly and efficiently. You will engage and influence stakeholders while fostering a positive environment for the team members. Your leadership will be essential in meeting service goals and maintaining high levels of customer satisfaction.
Key Responsibilities:
Lead, motivate, and develop a team of contact centre agents, ensuring they provide outstanding service.
Engage effectively with internal and external stakeholders to understand their needs and expectations.
Monitor team performance and implement strategies to improve efficiency and quality.
Provide coaching and support to team members, promoting a culture of continuous improvement.
Handle escalated inquiries and resolve complex issues with professionalism.
Collaborate with management to develop and implement operational policies and procedures.
Product ownership of various tech platforms.
Qualifications:
Proven experience in a contact centre leadership role, preferably within the public sector.
Strong ability to engage and influence stakeholders at all levels.
Excellent communication and interpersonal skills.
Ability to analyse data and make informed decisions.
Passion for delivering high-quality customer service.
What's in it for you?
Be part of a meaningful mission serving the community.
Excellent opportunity for development - this role requires someone to take ownership of tech platforms.
Work in a dynamic and supportive environment.
Opportunities for professional development and career growth.
Flexible options - work from home 1 day a week.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
Minimum Requirements:
Relevant experience in a leadership role.
Education:
Secondary School/High School
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