Virtual Contact Centre Team Leader at Hays Travel UK – Apply Online

Are you an experienced leader with a passion for providing exceptional customer service? Hays Travel UK is currently seeking a Virtual Contact Centre Team Leader to join our team. As a Team Leader, you will oversee a team of customer service representatives, ensuring the delivery of high-quality service and achieving performance targets. If you have excellent leadership skills, a strong understanding of contact centre operations, and a commitment to exceeding customer expectations, this position is perfect for you.

Job Details

Company Name: Hays Travel

Job Location: Sunderland, Tyne and Wear, SR1 3HA, UK

Job Position: Virtual Contact Centre Team Leader

Job Type: Full Time-Permanent

1. Responsibilities of a Virtual Contact Centre Team Leader at Hays Travel UK

As a Virtual Contact Centre Team Leader at Hays Travel UK, your responsibilities will include:

• Leading and managing a team of customer service representatives in a virtual contact centre environment.
• Setting performance goals and targets for the team and monitoring individual and team performance.
• Ensuring the team delivers exceptional customer service and meets or exceeds customer satisfaction metrics.
• Providing guidance, support, and coaching to team members to enhance their performance and professional growth.
• Conducting regular team meetings to communicate goals, targets, and updates.
• Collaborating with other teams and departments to address customer concerns and resolve issues.
• Monitoring and analyzing key performance indicators (KPIs) to identify areas for improvement and develop action plans.
• Maintaining accurate records and preparing reports on team performance and customer feedback.

2. Qualifications and Skills

To excel in the role of a Virtual Contact Centre Team Leader, you should possess the following qualifications and skills:

• Previous experience in a contact centre or customer service leadership role.
• Excellent leadership and team management skills.
• Strong communication and interpersonal skills.
• Ability to motivate and inspire team members to achieve goals.
• Exceptional problem-solving and decision-making abilities.
• Proficiency in contact centre technologies and customer relationship management (CRM) systems.
• Analytical mindset and ability to analyze data and metrics.
• Flexibility to adapt to changing business needs and work in a virtual environment.

3. Leading and Motivating the Team

As a Virtual Contact Centre Team Leader, your primary responsibility is to lead and motivate your team to deliver exceptional customer service. This involves setting clear expectations, providing ongoing feedback and coaching, and creating a positive and supportive work environment. By fostering a culture of excellence and motivating your team, you can drive performance and exceed customer expectations.

4. Performance Management and Quality Assurance

Monitoring and managing the performance of your team is crucial in a contact centre environment. As a Team Leader, you will track individual and team performance, identify areas for improvement, and provide constructive feedback. Quality assurance processes, such as call monitoring and reviewing customer interactions, help maintain high service standards and ensure compliance with company policies and procedures.

5. Coaching and Training

Coaching and training team members are essential aspects of your role as a Team Leader. By identifying individual development needs, providing targeted coaching, and facilitating training sessions, you can enhance the skills and knowledge of your team members. Continuous learning and skill development contribute to improved performance and job satisfaction.

6. Effective Communication and Collaboration

Effective communication and collaboration are vital in a virtual contact centre environment. As a Team Leader, you will communicate team goals, targets, and updates to your team members through virtual meetings and other channels. Collaborating with other teams and departments, such as operations and quality assurance, helps address customer concerns and resolve issues promptly.

7. Monitoring and Reporting

Monitoring key performance indicators (KPIs) and preparing reports on team performance and customer feedback are important responsibilities. By analyzing data and metrics, you can identify trends, evaluate performance against targets, and make data-driven decisions to improve team efficiency and customer satisfaction.

8. Benefits and Compensation

Hays Travel UK offers competitive compensation and benefits for Virtual Contact Centre Team Leaders. The specific details of the benefits and compensation will be provided during the application process and will comply with UK employment laws and regulations.

9. Career Growth Opportunities

Hays Travel UK values the professional growth and development of its employees. As a Virtual Contact Centre Team Leader, you may have opportunities for career advancement within the organization. Training programs and development opportunities are available to support your career progression.

How to Apply

To apply for the position of Virtual Contact Centre Team Leader at Hays Travel UK, please visit our website and complete the online application form. Be sure to attach your updated resume and provide relevant information about your qualifications and experience. We appreciate all applications; however, only shortlisted candidates will be contacted for further assessment.

Also Apply: Guest Service Assistant

Frequently Asked Questions (FAQs)

1. What qualifications are required to become a Virtual Contact Centre Team Leader at Hays Travel UK?

Previous experience in a contact centre or customer service leadership role is required. Strong leadership, communication, and interpersonal skills are also essential.

2. What are the main responsibilities of a Virtual Contact Centre Team Leader?

The main responsibilities include leading and managing a team of customer service representatives, setting performance goals, providing guidance and coaching, collaborating with other teams, monitoring performance, and preparing reports.

3. Is prior contact centre experience necessary for this role?

Prior contact centre experience is preferred as it provides a good understanding of contact centre operations and customer service dynamics. However, strong leadership and management skills are equally important.

4. How important is data analysis in the role of a Virtual Contact Centre Team Leader?

Data analysis is essential for monitoring team performance, identifying areas for improvement, and making informed decisions. Analyzing key performance indicators (KPIs) helps drive performance and enhance customer satisfaction.

Conclusion

If you have a strong background in contact centre leadership, excellent communication skills, and a passion for delivering exceptional customer service, joining Hays Travel UK as a Virtual Contact Centre Team Leader offers an exciting opportunity. With a focus on leading and motivating a team, managing performance, coaching and training, effective communication and collaboration, and monitoring team metrics, this role allows you to make a significant impact on the customer service experience. Apply today and become part of our dedicated team committed to providing outstanding customer service.