Contact Centre Team Leader

Job description / Role

Contact Centre Team Leader - Bahrain

Our client a multi-award winning customer service solutions provider headquartered in the Kingdom of Bahrain is currently requiring a Contact Centre Team Leader.

As a Contact Centre Team Leader you will be required to provide day to day management of the call agent representatives to ensure client satisfaction.

- Lead and motivate Customer Service Representatives in their team through on going formal and informal interactions to achieve agreed team and individual performance metrics. This will involve consistently monitoring their teams performance and identifying any training and development needs with regard to performance gaps
- Support the development of successful behaviours and skills within their team through constructive and timely feedback, one to one meetings and the implementation of development plans
- Ensure individual Quality Performance targets are met, through follow up on QA coaching and feedback by delivering effective coaching to ensure high levels of Customer Experience
- Create a positive working environment by implementing initiatives to maintain the motivation, morale and performance of the team, leading to increased productivity, increased employee retention and reduced absenteeism
- Act as a role model for customer insight and build a culture of customer commitment within their team. This will involve escalating feedback from customers and agents regarding customer service issues to facilitate an environment of continuous improvement and customer service excellence
- Creates a two way flow of communication within their team to ensure that relevant information is cascaded to team members effectively and that the team have an opportunity to give feedback
- Receive and make calls to customers to facilitate appropriate responses to all complaints.
- Be an effective communicator of change, for example, in customer policies, processes, products, delivering the communication in an effective and timely manner to ensure that the team are fully informed and positively adapt to changes
- Deal with escalated customer issues in an efficient and professional manner to ensure issues are progressed and closed satisfactorily
- Ensure daily and ad hoc briefings are delivered in an effective and timely manner
- Work with fellow Team Leaders to manage the Contact Centre Floor, ensuring agent adherence to breaks, shift start and finish times.
- Manage the Contact Centre Performance to ensure Service Level and Call Answering performance is maximized
- Conduct HR investigation and disciplinary meetings as required to ensure that any performance issues are addressed immediately
- Manage Contact Centre Attendance to ensure targets are met, adhering to policies and procedures
- Perform added tasks as per management needs

Requirements

- Minimum B.sc in Administration or Business Management or any relevant degree
- Demonstrate an in-depth understanding of Front office processes and day to day activities.
- At least one years experiences in a contact centre.
- Experience in a Customer-orientated role(s) and the ability to work in a fast paced environment.
- Excellent attendance record
- Excellent Call Quality consistently averaging 90% or above over the past 6 months
- Experience of managing escalation calls.
- Proven ability in analysing and reporting data.

The start date is ASAP.

If you meet the above requirements please apply now.
Only suitable applications will be contacted.

About the Company

Established in 2001, m2r Education is a multi award winning UK based firm offering a quality and ethical recruitment service to overseas organisations within the education & training sectors.

Our clients are viewed as valuable partners and include international schools, FE colleges, HE institutions, independent training centres and corporate organisations. Our aim is to develop long lasting relationships and help them grow by providing the best talent possible via an excellent customer experience.

Our candidates are treated with respect and professionalism at all times. We genuinely want to help and will advise you on your next overseas move. Having core values centred on integrity and quality, we will always do our utmost to help without pushing positions forward which are not necessarily suitable.

This is why we have won over 6 international business awards, been used as case studies by the British Government and received glowing references from those that have experienced our service.