Due to growth, we are very excited to be opening a new Contact Centre in the iconic Willis Building, Ipswich, and are looking for customer service focused individuals to join our team. As a Contact Centre Team Leader your role will be varied, responsibilities include data analysis, reporting, quality monitoring, driving performance, project planning, coaching/development, performance management and answering interactions / escalations. This is an Office based role in Ipswitch.The Role
Produce accurate reports and identify trends in data, proposing solutions to optimize productivity and enhance services
Lead and motivate a team to provide exceptional customer service
Monitor team progress towards quality and performance targets
Complete monthly coaching and 121's with your direct reports, including performance improvement or development plans as required
Assist with project planning, business pitches and recruitment
Be a point of reference on more technical issues and non-standard queries
Support Contact Centre new service installs
Assist with escalations and other incoming interactions as required
Provide an exceptional level of service, adapting to different caller scenarios and challenges
Positively represent WTW and our Clients by providing a friendly and professional service
Inform the team of procedure changes and member communications
The Requirements
Must have people management experience and be energised to inspire / motivate a team
Contact Centre / Customer Service experience required
Experience in working through change and enhancing efficiency required
Keen to provide an exceptional service, with a positive and caller focused attitude
Good communication skills (listening, spoken and written)
Natural problem solver, able to work to a high level of accuracy
Able to work well under pressure and meet targets
Computer literate
Good time management
At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.Equal Opportunity Employer
