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Contact Centre Team Leader

Posted 27 February by Finley George Recruitment Easy Apply Featured Ended

Team Manager - Contact Centre, Avonmouth, Bristol- We are looking for an experienced Contact Centre Team Manager to join our established Client to work within their service centre in Bristol. This is an exciting opportunity to join a fast paced, energetic and vibrant business.

The Team Manager will need to demonstrate authentic leadership to a team driving an appropriate culture across the business. You will be responsible for creating a bold and dynamic environment through pro-active coaching and a hands on approach to people management, guiding your team to achieve business targets and support their ongoing development.

The Team Manager role offers a GOOD BASIC SALARY WITH OPPORTUNITY TO EARN BONUS

KEY RESPONSIBILITIES for the Team Manager Role

  • Support your team to enable them to provide exceptional internal & external customer service, to maintain high levels of team member motivation and morale.
  • Building positive relationships across the team; creating an environment that will facilitate strong performance and increase profitability.
  • Regularly meeting and communicating to engage and motivate individuals to achieve specific, agreed targets.
  • Accountable for monitoring & managing performance to keep the team on track, recognise achievements and tackle underperformance.
  • The Team Manager is responsible for training and developing to equip the team with the skills, knowledge and behaviors required to deliver their duties effectively.
  • Structuring & organising team activities to ensure resources are used efficiently and effectively and meet changing circumstances
  • To work in line with the department’s service level agreements and highlight any issues or concerns that may jeopardise the delivery of the service.
  • Implement corrective action to resolve any issues & concerns
  • Identify cases which could potentially result in a complaint and where necessary implementing a solution to minimise any reoccurrence
  • To manage the expectations of our clients at operational level, minimising escalations.
  • Successfully manage sickness and disciplinary situations within the team in line with HR policy.
  • Staying up to date with new initiatives and development to interpret and pass on new processes, technical developments, clients and organisational developments.
  • Maintain a sound knowledge of the business and industry to support commercially aware strategic decisions.
  • Comply with all relevant legislative and legal requirements, including industry regulations, employment law, Data Protection and Health and Safety.


PERSON SPECIFICATION for The Team Manager

  • Proven track record of effective people management skills/ Team Manager experience in a Contact Centre environment
  • Experience of working within a fast paced customer service role in a changing environment.
  • Demonstrable experience of utilising Microsoft Excel in a commercial environment
  • Experience of Data/MI analysis.
  • Strong communication abilities.
  • Ability to create and maintain a motivated working environment whilst always leading by example
  • Experience of working in a customer care orientated environment, including complaint handling.

Salary: £24,000.00 to £30,000.00 /year OTE

Excellent benefits,......

Full Time permanent contract.

Please contact Rachel for more information

Reference: 34097973

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