At the Torpedo 7 (which sit as part of the Warehouse Group) we know that the essence in providing great customer experiences is to ensure our people are coached to be the best that they can be. This is where you come in. Our customer engagement centre is continuing its transformation journey to provide effortless and personalised customer experience by phone, email, social media and chat. To start with we have changed our team leader roles to coaches. And we are also changing the way we coach, to personality based coaching.
We are looking for a Contact Centre Team Leader (Coach) with experience in a fast paced and challenging environment. This is a key people leadership role supporting our multiple customer touch points at our contact centre based in Hamilton.
You will be responsible for effectively leading the Torpedo 7 Team, ensuring that service levels are consistently delivered and targets met. You will motivate team members, create an environment that enables them to perform their roles to the best of their ability, proactively identify training and skills needs and provide coaching and development opportunities.
You will also work closely with other areas of the business to ensure the success of the Contact Centre Team and reinforce the highest service standards with regards to performance, customer service and our company values.
Who we are looking for?
To really succeed in this role, you will have experience at a Team Leader level in a Contact Centre or retail environment. A customer focused attitude, proven leadership capability and experience in coaching and mentoring a range of personality types are also key. You will be an effective communicator who is capable of motivating a large team to meet KPIs and building relationships at all levels.
You will have high levels of initiative and the ability to make decisions associated with the effective running of the team. You will also demonstrate business understanding at a senior level and be able to provide multiple examples of leading multi-site teams to success.
What do we offer?
It is our belief that it's important to reward and recognise our team for their success. This role consists not just of a competitive salary with awesome team member discounts and much more. You will also have access to leading learning and development programmes and not forgetting the chance to be surrounded by the latest and greatest products!
The shifts you will work: will be Monday to Friday 8am-6pm and one weekend day every four weeks
If you can see yourself being as passionate about The Warehouse Group and delivering a top notch customer experience as we are, then apply now!