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    Contact Center Team Lead - Belfast, United Kingdom - HCLTech

    HCLTech
    HCLTech Belfast, United Kingdom

    6 days ago

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    Description

    Job Description

    Job Description:

    • day-to-day call centre operations, including staff scheduling, performance monitoring, and resource allocation.
    • and implement strategies to improve call centre efficiency, productivity, and customer satisfaction.
    • monitor, and report on key performance indicators (KPIs) such as call volume, average handling time, and customer satisfaction scores.
    • coach, and mentor call centre team leaders to ensure they have the necessary skills and knowledge to provide excellent customer service.
    • a positive work environment that promotes employee engagement, motivation, and retention.
    • call centre metrics and customer feedback to identify areas for improvement and implement corrective actions.
    • with other departments, such as IT, HR, to ensure smooth operations and alignment with company goals.
    • escalated customer complaints and resolve complex issues in a timely and professional manner.
    • up to date with industry trends, best practices, and emerging technologies to continuously improve call centre operations.
    • and present regular reports on call centre performance to senior management.

    Behavioural Competencies:

    • Demonstrates strong leadership qualities, inspires, and motivates team members, and leads by example.
    • Possesses excellent verbal and written communication skills, actively listens, and effectively conveys information.
    • Intelligence: Displays self-awareness, empathy, and the ability to manage emotions in high-stress situations.
    • Demonstrates flexibility and adaptability in a fast-paced, ever-changing environment.
    • Exhibits strong analytical and problem-solving skills, able to think critically and make sound decisions.
    • Works effectively with cross-functional teams, fosters positive relationships, and promotes a collaborative work environment.
    • Focus: Demonstrates a deep commitment to customer satisfaction, going above and beyond to meet customer needs.
    • and Development: Provides ongoing coaching, feedback, and development opportunities to help team members grow and succeed.

    Experience:

    • Minimum 2 year in Team management

    Required:

    • Right To Work in the UK
    • Complete and clear our Backgrounding checks (Financial & Criminal) due to nature of the job.
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