Team Leader, Customer Experience
Team Leader, Customer Experience
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Job Description
Team Leader Customer Experience
Do you have a passion for people the drive to deliver fantastic customer service whilst monitoring coaching and supporting your team to achieve KPI targets
Here at Conduent we are looking for an experienced Team Leader to lead coach and motivate team members here in our Leeds-based Contact Centre.
Supporting a team of 10-15 Customer Service Agents in our Contact Centre delivering services to customers. This role will be supporting a busy transportation client and involves the department who deal with the managing of customer calls web chat and correspondence.
Being enthusiastic and motivated to deliver an outstanding level of service is paramount to our global & mission-critical services.
Contract: Full Time Permanent
Location: Leeds LS11 5BD
Shifts: 37.5 hours per week rotational shifts - Monday to Sunday between the hours of 8.00am and 8:00pm with alternate days worked on a weekend.
Salary: D.O.E
Your responsibilities will include:
- Management of Sickness and Absence
- Performance Monitoring Coaching & delivering role model behaviours.
- Performance Management.
- Holding team meetings.
- Delivering one to one sessions.
- Delivering a fun and engaged environment.
- Monitor adherence.
- Work as part of a team.
What we are looking for:
- Assists others in achieving goals.
- Ability to manage hiring and termination actions and training for multiple employees.
- Manages performance appraisals and pay reviews for team members.
- Accountable for functional operational and program management.
- Supervises daily tasks of the business technical support and production teams.
- Responsible for team results.
- Works within established precedents and practices.
- Evaluates and organises information to solve problems and challenges.
- Ability to work without supervision.
- Comprehensive understanding of processes procedures systems and concepts.
- Ability to coordinate team efforts to achieve overall company and client goals.
- Directly impacts the quality of services provided.
- Supports and trains team members to impact end user experiences.
- Provides supervision including coaching and quality checks to support associate progress.
- Solves problems and evaluates possible solutions using past technical experience.
What we offer you:
33 days annual leave (including bank holidays)
Life Assurance x 4 annual salary
Private Dental Plan
Private Medical Insurance (Aviva)
Income Protection Scheme
EAP including local discount.
Excellent Online Learning Platform
Cinema Society Discounts
Apprenticeships
Free Eye Tests
Mentoring Programs
Travel & parking information:
We are based a short 1015-minute walk from Leeds railway station.
Employment Type
Full Time
