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Customer Service Team Manager

Posted 25 January by Search Consultancy Easy Apply Ended

I am looking to recruit an experienced Contact Centre Team Manager for my client based in Bredbury, Stockport. Working within a growing Customer Service department, working on a part time weekend basis. You will be responsible for a team of 12 Customer Service Advisors, who handle inbound telephone calls from existing customers. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability. Great location, transport links and company benefits.


  • Responsible for the day-to-day supervision of advisors including work and attendance monitoring in accordance with organization policy and applicable legal requirements
  • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
  • Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
  • Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations
  • Communicate expectations to employees and provide timely updates
  • Provide subject matter expertise in handling escalated customer calls as needed
  • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
  • Stay current on internal work processes, policies and procedures. Attend required manager development training
  • Promote the company values through both behaviour and attitude, including being an advocate for team members

Desired Experience

  • Significant management experience preferably within the contact centre industry
  • Highly motivated individual with skills to develop and coach team members to achieve performance expectations
  • Work well under pressure and follow through on items to completion
  • Strong communication skills, both written and verbal
  • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
  • Ability to mentor, coach and provide direction to a team of employees
  • Willingness to work a flexible schedule
  • Positive and enthusiastic attitude

Hardworking, dedicated and motivated

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.

Reference: 34324420

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