contact centre team leader.

As the Team Leader, you will play a pivotal role in ensuring the contact centre operates smoothly and efficiently. You will engage and influence stakeholders while fostering a positive environment for the team members. Your leadership will be essential in meeting service goals and maintaining high levels of customer satisfaction.

Key Responsibilities:

• Lead, motivate, and develop a team of contact centre agents, ensuring they provide outstanding service.
• Engage effectively with internal and external stakeholders to understand their needs and expectations.
• Monitor team performance and implement strategies to improve efficiency and quality.
• Provide coaching and support to team members, promoting a culture of continuous improvement.
• Handle escalated inquiries and resolve complex issues with professionalism.
• Collaborate with management to develop and implement operational policies and procedures.
• Product ownership of various tech platforms.

Qualifications:

• Proven experience in a contact centre leadership role, preferably within the public sector.
• Strong ability to engage and influence stakeholders at all levels.
• Excellent communication and interpersonal skills.
• Ability to analyse data and make informed decisions.
• Passion for delivering high-quality customer service.

What's in it for you?

• Be part of a meaningful mission serving the community.
• Excellent opportunity for development - this role requires someone to take ownership of tech platforms.
• Work in a dynamic and supportive environment.
• Opportunities for professional development and career growth.
• Flexibile options - work from home 1 day a week

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.