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Team Leader - Leeds – Asda House

Employer
Asda
Location
Leeds, West Yorkshire
Closing date
29 Jan 2019

View more

Sector
Team Leader
Job Type
Full Time

Contact Centre / Call Centre Team Leader - Global Business Services -
Shared Services - Team Leader

About the role;

Asda is part of the Wal-Mart family - the largest retailer in the
world. Here in the UK we're one of the 'Big 4' supermarkets and
renowned for our 'Every Day Low Prices' and 'Asda Personality'.

Our Contact Centre business is constantly evolving, and the only
constant is change itself! We have over 35 sites across the UK and we
handle approx 7 million customer contacts each year throughout our
entire estate of Customer Service teams.

Our Contact Centre is a welcoming and supportive environment, designed
to make your working life easier. Our colleagues are our point of
difference. We do things the 'Asda way'; so we've made the Contact
Centre an enjoyable, comfortable and invigorating place to work. Saying
thank you for a job well done and celebrating both individual and team
successes is a simple way to engage our colleagues and recognise a job
well done.

Working closely with the Service Operations Manager - the role holder
will drive the operational delivery of customer service and quality in
our Leeds contact centre through leading, supporting, directing and
developing a team of customer service colleagues.

The Ins and Outs;


* Team Management - including leading, motivating, coaching and
development, performance management, dealing with difficult and
sensitive issues
* Managing day to day team operations, as well as championing and
developing a culture of change and process improvements
* Daily comms and engagement with internal key stakeholders with a
focus on our in store customers
* Ability to identify issues within the queue management, and in turn
escalate, complete investigations and work through to support fixes
through to resolution
* Improving the overall customer experience through our Quality
Framework
* Delivering the numbers - ensuring the team meet and exceed delivery
of key SLA's
* Attendance of regular performance management meetings
* Self-starter, being proactive and forward thinking

What you'll need;


* Previous experience of a fast paced contact centre/call centre
preferred
* Ability to communicate, engage, influence and at times challenge our
internal customers particularly our on-line proposition
* A good solid analytical background, supported with great technology
and system skills
* Our customer services teams, operate between 6am and midnight 7 days
a week. The successful candidate will need to have a flexible approach
to working hours and weekend shifts
* Team leader or general leadership and people management experience
* Passionate about quality of customer service delivery
* Excellent verbal and written communication skills
* Ability to analyse information and propose sol
* A great team player, willing to create a positive and fun culture
whilst having the ability to drive and improve individual colleague
performances as well as the overall team's performance
* The role will involve weekend and evening work / cover / flexible
working patterns


December 08 at 12:03:50

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