Customer Experience Coach

We are looking for experienced Team Leaders to plays a pivotal role in ensuring the success of our Contact Centre operations. You will manage a team of Contact Centre Agents/ Advisors, providing leadership, support, and guidance to help them meet performance targets and deliver exceptional customer service. 

The role is Monday - Friday onsite in Glasgow.

Key Responsibilities

• Lead and inspire a team of Contact Centre Agents/ Advisors to achieve service targets, deliver outstanding customer service, and maintain brand values.
• Monitor and support team members in their day-to-day tasks, providing feedback, coaching, and development.
• Assist in the training and onboarding of new team members, ensuring they are equipped with the necessary skills to succeed.
• Conduct regular performance reviews and one-on-one meetings with team members to discuss progress and provide constructive feedback.
• Ensure team members are adhering to processes and procedures, maintaining high levels of compliance and customer satisfaction.
• Contribute to the continuous improvement of operational processes and team efficiency.
• Maintain a positive and motivated team environment, promoting teamwork, collaboration, and personal development.

About You – Skills and Experience
We are looking for a dynamic and motivated individual with leadership experience who thrives in a fast-paced, customer-focused environment. If you have a proven track record in managing teams within telecommunications, retail, or customer service, we want to hear from you!

• Previous experience in a Customer Experience leadership or supervisory role within a call centre or customer service environment is essential.
• Strong communication and interpersonal skills, with the ability to motivate and engage a team.
• Excellent problem-solving and decision-making abilities.
• Experience in coaching and developing staff to meet performance goals.
• A proactive and positive approach to managing challenges and driving team success.
• Knowledge of metrics and performance management.

Please email your CV matt@cactussearch.co.uk