Team Lead, Contact Center at Leadway Assurance Company

The Contact Centre Lead will manage a Contact Centre Operations typically in a fast-paced environment that is challenging and changing continuously. The Contact Centre Lead would be expected to ensure the contact centre operations delivers the required performance, being committed to delivering a great customer contact experience through a variety of customer contact channels which might be Phone, Email, Web/Live Chat, Video, Social, Correspondence. The incumbent will ensure that through the team, customers receive a friendly, professional, and consistently high-quality service helping to resolve various queries, close any sales enquiries, identify up sell, cross sell, and get it right first time. The Contact Centre Lead will be in the position to deal with escalated enquiries, and disciplinary issues.

Responsibilities

• Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning.
• Carry out regular one-on-one sessions, develop a culture where training and development are part of the team, identify actions and work with trainers to ensure the skills and knowledge are developed effectively.
• Communicate & train employees on any updates or changes in policies & procedures
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the customer experience.
• Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets
• Build and maintain effective internal and external stakeholder relationships
• Identify and instill best practice, processes and systems and drive continuous improvement environment.
• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
• Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved
• Ensures service and sales targets, SLA’s and KPI’s are continually reviewed, and expectations are met with optimum levels of quality & service delivery.
• Monitor team members to make certain that policies and procedures are being adhered to for the different clients
• Review management information and make suggestions, recommendations as to improvements across the contact centre.
• Role plays with team to ensure product knowledge and build abilities to consult customers during phone conversations
• Review and respond to Quality Assurance reports to mentor team members
• Conduct daily team huddles to ensure that team members are provided with any process changes and/or updated information
• Develop the team to ensure delivery of a consistent information and superior customer experience
• Communicate information from management to team and vice versa
• Work closely with team members to solve customer problems on real time basis
• Understand agent’s problems and weaknesses and address them

Qualifications

• Educational Qualification
• B.Sc. / BA in any field
• Proven work experience as a front-line manager in a Call Centre will be an added advantage

Skills/Knowledge Requirement

• Market knowledge
• Proficiency in MS Office
• People management skills
• Communication and Coaching skills
• Time management and planning skills
• Extremely organized and detail oriented
• Able to develop and nurture improved performance across sales and service.
• Ability to thrive in a fast-paced environment and respond quickly to changing business needs