Customer Service Team Leader

Your new companyAn award-winning Financial Services company based in the Nantgarw area. Your new roleWorking as a Team Leader in the Customer Services team, you will lead a team of 10 agents. Role overview The Customer Services Team Leader will monitor and supervise the work of a customer services team, to meet and maintain department performance and quality standards. To analyse monthly performance reports against agreed metrics, monitor performance and quality in line with departmental objectives and identify and implement training needs of team members. To deputise for the Contact Centre Manager in their absence.Role deliverables Manage and motivate team members in order to maintain and improve service and standards, and to work effectively to achieve team and organisational goals Monitor staff performance; carry out monthly appraisals and be responsible for supporting the personal development of employees within the team by identifying and implementing training needs Act as a point of referral for team members, providing specialist knowledge and/or handling escalated customer calls and raising any feedback and complaints where appropriate Depending on the objective of the specific role, analyse procedures and processes to identify areas of improvement in relation to either call handling / administrative tasks. Make sound improvements in relation to improving these processes Motivate team members and act as role model for the department and the operations centre mission, ..... full job details .....