Contact Centre Team Manager

Contact Centre Team Manager

My market leading client is currently seeking to recruit a Team Manager to join their busy and dynamic contact centre.

Reporting to the Customer Service Manager, you will be responsible for managing a team of customer service advisors ensuring the meeting of both personal and team objectives.  You will also be responsible for promoting company values in all aspects of your team’s role.

Responsibilities

• You will be responsible for ensuring each Advisor meets set objectives, including calls answered, CPH, AHT and first call resolution.
• Analysis of performance data
• Ensuring swift resolution of customer issues as raised by the team
• Training and coaching of team members, implementing training plans to support specific needs
• You will hold monthly 121 performance reviews, identifying areas for improvement and development plans
• You will also hold daily and ad-hoc briefs with your team to keep them fully updated on business change
• With the support and guidance of the Customer Service Manager and HR team, you will be responsible for performance management, absence reviews and disciplinary processes
• You will be responsible for maintaining written records of all team activities
• You will play an active part in recruitment / staff selection
• You will play a key role promoting a fun, competitive and productive working environment and will implement centre wide incentive programmes to maximise performance

Essential Requirements

• You will be passionate about customer satisfaction and consistent focus on this
• You will be confident, calm and highly professional with excellent interpersonal skills
• You will well adept to a target driven, progressive working environment and all this entails
• You will have proven planning and organisational skills
• You will possess good / advanced IT skills
• You will have experience of managing a team within a contact centre environment

To apply, please forward your full CV as soon as possible stating why this role appeals, highlighting relevant experience and also confirming your availability to start a new role - as well as present / last salary details.

NB Only shortlisted candidates will be contacted about this role.  Please therefore assume if you haven’t heard back from us within 5 working days that regrettably your application has been unsuccessful on this occasion.