Contact Centre Lead Agent - Seconded

Role Purpose:

As part of the Auto Windscreens contact centre, you will be committed to total customer satisfaction, passionately focusing on engagement, innovation, and quality, dedicated to giving our customers the best service and working to exceptional standards. Under the supervision of the Team Leader the Lead Agent will work closely with the team to provide support and development. Be a key driver of team morale, engagement, and performance whilst demonstrating excellent Customer Service Skills and potential leadership abilities. A role model who will be visible to ensure that Agents are performing against agreed targets whilst at the same time reviewing not only their own individual performance but contributing to the contact centre as a whole.

Key Responsibilities:

To support telephony when service is impacted upon own initiative, and support first contact resolution for our customers. To spend a percentage of time dedicated to calls to make sure that you truly understand any operational challenges. Responsible for providing full floor support and shift lead duties, highlighting any risk to Senior management.

Responsible for working alongside a Team Leader to enhance and develop both individual and team knowledge through a variety of coaching, feedback and support tools whilst learning and developing your own knowledge.

Provide error analysis and feedback for improvement working with the Team Leader schedule appropriate training, perform a minimum of one monitoring evaluation with each agent every month.

Key Skills and Knowledge:

• Self-motivated to succeed.
• Customer Focused.
• Excellent customer service and product knowledge.
• Clear Communicator who has the ability to work under pressure.
• High Level of integrity due to the nature of some of the work requests.
• Provide coaching, feedback and support to team members to enhance knowledge and performance.
• Provide and be the mentor for new starters and Apprentices.
• Highlight trends and issues to assist a Team Leader and the wider contact centre.
• Ability to provide a weekly report to the Team Leader.
• To be able to conduct Agent observations and associated activities.
• Be a delegated authority for the individual’s Manager as required.
• Capture and accurately record customer requests.
• Adhere to FCA, TCF, GDPR and Data Protection Regulations to remain compliant within the business.