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Contact Centre Team Manager

Posted 5 January by Adecco UK Limited Ended
Your Responsibilities will include

*Inspire, motivate, coach and develop individuals to achieve outstanding performance through personal leadership style and behaviour's
*Monitor and assess each direct reports' performance, setting clear objectives, targets and development plans to ensure continuous development and ensure training is provided in order to attain and maintain the required competency
*Efficient daily reporting to Customer Service Manager/Operational Support Manager covering daily team performance
*Completing return-to-work interviews and managing staff on absence through the company absence policy
*Drive exceptional customer service through exemplary performance coaching, listening to customer calls (Remotely & Side by Side), providing feedback and delivering appropriate and timely coaching to enhance the customer experience
*Deal with complex and/or escalated queries and complaints to ensure they are resolved or escalated further in a timely manner, anticipating and preventing risk where possible
*Create a safe environment with the aim of achieving a zero incident work space and ensuring that teams take responsibility for themselves and each other
*Active participation in daily meetings and running team huddle sessions.
*Interview and assess all new candidates for Customer Advisor roles
*Provide support to team members in line with policies and procedures.

Candidate Requirements

*Experience in a contact centre sales or service environment
*Experience in working within a high performance environment with the necessary skills to tightly manage performance
*Experience in leading, managing and motivating a team
*To effectively develop and support your team
*To demonstrate trust and respect in others
*To influence effectively using a variety of approaches
*To handle conflict appropriately and assertively
*Recognise and celebrate team successes
*To communicate and motivate others to achieve a common purpose
*To develop and coach people effectively
*To encourage others to think differently, try new ideas and develop creative solutions
*To develop solutions that meet emerging customer needs
*To build your team's commitment to deliver customer excellence
*To plan and prioritise to ensure effective delivery
*To set and communicate expectations clearly

Benefits include: Well being programme, gym membership, free parking, free eye care, pension and holiday.

Hours between 8am and 8pm, Monday to Saturday.

Job Type: Full-time

2 years management experience is required for this role.

Adecco is acting as an Employment Agency in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

Required skills

  • sales
  • management
  • customer services
  • Contact centre manager

Reference: 34146069

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