What are the responsibilities and job description for the Contact Center Team Lead position at Capillary Technologies?
Capillary Technologies is currently recruiting a Team Leader for our Contact Centre operations.
We are partnered with a large banking provider and are looking for an individual to manage a team and provide excellent customer service in a second level of support to our client. In this role, you will manage and supervise a team of 7 to 8 customer service executives who handle customer enquiries by liaising with both our internal teams and our clients, providing an efficient, courteous and professional service at all times. This will be non voice semi technical support role.
This is a new client for Capillary, so we are looking for someone who is adaptable and proactive in providing feedback and suggestions on how we can drive positive changes as we launch and integrate the client base.
Full time – 40 hours per week between the hours of 08:00 – 20:00 pm EST, Monday to Sunday.
If you have the following skills or experience, then this could be the ideal role for you…
1. Customer Service
- Ensure all incoming communications (customer queries/contacts) are handled efficiently and professionally, ensuring customer satisfaction at all times and service level agreements are met.
- To promote the Company or Client goods and services as required, in line with department and individual targets and service levels.
- Ensure that knowledge of products, services and procedures is comprehensive and up to date and identify areas where additional training may be required to ensure continued quality and productivity.
- Operate contact centre equipment and operating systems proficiently and in line with internal policies and procedures.
- Whilst on the telephone, face to face on video calls or when writing to a customer, represent the company in a professional manner at all times, using internal guidelines, complaint documentation and expertise where necessary.
- Manage and supervise the team to ensure we adhere to internal processes and procedures in order to achieve the agreed SLA.
- Present teams achievements and challenges both weekly and monthly to Key stakeholders.
- Reporting to management and making suggestions for improvements
2. Team Working
- Achieve and maintain individual performance standards to help meet departmental objectives and organizational service level agreements.
- Share and discuss ideas with manager and/or colleagues about where working practices could be improved, and where practical or appropriate, assist in implementing changes
- Overseeing the daily operations of the customer service team
- Developing and implementing customer service policies and procedures
- Training and mentoring customer service representatives.
- Recognize key strengths and develop agents in line with a Personal Development Plan.
- Resolving complex customer complaints and issues
- Monitoring and evaluating the performance of team members, providing feedback, and conducting performance reviews
- Coordinating with other departments to resolve customer issues
- Ensuring that the team is delivering a high level of customer service that meets or exceeds customer expectations
- Compiling and analyzing performance data to measure productivity and goal achievement
- Implementing strategies to improve quality and productivity
- Ensuring compliance with company policies and procedures
3. Other
- Attend and participate in monthly team briefings, training workshops and update briefings as and when required and to prepare information and collate action points as appropriate or requested
- Carry out any other tasks or duties as may be set from time to time.
Education:
Basic Degree required in any field.
Experience & Knowledge:
1. Excellent English written and spoken communication and interpersonal skills
- Articulate communicator
- Excellent Listening skills
- Excellent writing skills
- Excellent telephone etiquette
2. Excellent computer skills
- Experience using Google based packages
- Experience of using the Internet
3. Attention to detail
4. Able to retain knowledge and understand multiple processes
5. Experience in managing people to achieve specific company objectives.
Note : It has been brought to our attention that there have recently been instances of fraudulent job offers, purporting to be from Capillary Technologies. The individuals or organizations sending these false employment offers may pose as a Capillary Technologies recruiter or representative and request personal information, purchasing of equipment or funds to further the recruitment process or offer paid training. Be advised that Capillary Technologies does not extend unsolicited employment offers. Furthermore, Capillary Technologies does not charge prospective employees with fees or make requests for funding as a part of the recruitment process.
We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.
