Team Lead CSR

Work as a Team Leader for more than 5 years,
*Work closely with the team, motivating and coaching them
*Hosting 1-2-1’s and team meetings
*Keeping up to date with business development and new product lines
*Reporting to the Customer Service Manager
*Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
*Ensure training and development plans are maintained for all team members
*Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
*Manage the fair and consistent application of performance management and disciplinary measures as necessary
*Support the Operations Manager to highlight operational risks and areas for improvement
*Lead and inspire a team of customer service agents to deliver excellent levels of individual/team performance and customer satisfaction