What You Will Do

• Lead and support a team of up to 15 Contact Centre Agents across Level 1 and Level 2
• Coach and develop team members through regular one on ones, feedback, learning sessions and reviews
• Monitor performance, analyse trends and implement improvement actions
• Manage rostering, attendance and adherence to ensure effective coverage
• Collaborate with People & Culture, Training, QA and other internal teams to get your team what they need to be successful
• Build on our culture of trust, innovation and care and have fun doing it!
• Manage day to day operations to ensure SLAs and KPIs are met
• Support escalations and handle complex customer issues when required
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What Helps You Succeed

• Proven experience in a contact centre leadership role, we’re open on industry background anything with a technical aspect will be highly regarded.
• You enjoy people leadership, coaching and have great communication skills
• Results and data orientated, you can spot the opportunities for improvement.
• Strong analytical and problem solving capability, you know how to implement improvements.
• Confidence using contact centre systems and tools, including CRM and telephony platforms
• A strong understanding of key contact centre metrics such as AHT, SLA, FCR and CSAT
• Energy, empathy and know how to lead through change.