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| POSITION DESCRIPTION | MEDICAL & SCIENTIFIC EQUIPMENT INDUSTRIES OCTOBER 2008 |
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Call Centre Team Leader |
| Position Code: | 67 | | Career Level: | 3 |
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Responsible for
Providing external customers with the highest standard of professional Customer Service through effective supervision of a team of Telephone Support Specialists. |
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Reports To
Manager, Call Centre. |
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Supervises
A team of Telephone Support, Service and Product Specialists. |
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Main Activities
Meeting agreed Service levels and providing quality Customer Service. Ensuring that Customer Service Officers provide prompt, efficient and friendly service.
Managing resources efficiently in line with business needs.
Encouraging/fostering the reduction of employment and training costs.
Facilitating higher morale and productivity.
Ensuring individual development improves unit, team and individual performance.
Encouraging innovative action.
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Key Skills
Excellent telephone skills.
Ability to guide and motivate individuals.
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Internal Contacts
Sales and Marketing staff, Systems and Software Development staff. |
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External Contacts
Customers, Distributors, Parts Suppliers and Contractors |
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Typical Experience
At least 3 - 5 years of experience, including supervision of staff. |
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