Virtual Receptionist Team Leader

About the company

IWG has been at the forefront of the flexible workspace revolution for more than 30 years. We have made it possible for organisations and individuals everywhere to take a new approach to the traditional working day. We have over 3,400 locations across over 110 countries allowing millions of people every day to have a great day at work.

Our customers are start-ups, small and medium-sized enterprises, and large multinationals. With unique business goals, people and aspirations. They want workspaces and communities to match their needs. We provide them with choice through our portfolio of brands, covering serviced offices (Regus, Spaces, HQ, Signature and No18), commercial real estate brokerage and managed office solutions.

 Job Purpose

As a Team Leader you are responsible for a team of Virtual Receptionists, you will be expected to support and coach the team towards providing a grade A service to our vast client base.

These clients could have physical office space or contracted service at one of our IWG locations. Many businesses do not need a “dedicated” front desk resource. However, when the phone rings into their business, they need an articulate, professional, warm personality to route their calls. Ultimately, the actions and service provided by the Virtual Receptionist are the catalyst to a great customer interaction on behalf of our clients. We in this instance are a remote extension to their business, and a cost-effective way for them to manage their overhead.

Key Responsibilities

• Coach and monitor agents to ensure we provide our clients with a grade A service.
• Manage any feedback/complaints from your client base.
• Support clients with any update request to ensure we are effectively supporting their business needs.
• Be the face of your department helping new clients set up their call handling profiles and managing expectations.
• Ensure the team are adequately staffed to ensure the department achieves its SLA’s.
• Work as part of an international team of TLs to ensure your team is in line with our other global hubs.
• Provide reports for both agent and department (Being able to read report to identify problem areas) and attend meetings to discuss agent/department performance.

Required Skills, Experience & Qualifications

• 2 Years management experience or leadership role
• Experience in customer service.
• Ability to build positive relationships with staff and clients alike.
• Enthusiastic and able to drive a team to success.
• Strong commination skills.
• Organised and flexible.

For this role you will be supplied with the following

• Laptop
• Headset
• Mouse & Keyboard
• Monitor