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Senior Team Manager

Posted 5 January by Parkside Office Professional Ended


Covering the following;

  • Lead, develop Teams to exceed customer expectations.
  • Manage, motivate and inspire Team Managers in line with the customer operations strategy
  • Ensure all agreed departmental KPI's, quality metrics and compliance are achieved, resulting in an optimum level of service being delivered at all times.
  • Ensure all agreed departmental KPIs and requirements are achieved, resulting in an optimum level of service being delivered at all times.
  • Ensure all people related tasks are completed as documented in company procedures.i.e. Goal Reviews, administration of the absence process, health and safety requirements.
  • Develop team and individual goals in line with departmental objectives, communicate and re-enforce goals through team and individual communications.
  • Champion and implement departmental process changes and effectively communicate the changes in the Contact Centre to ensure adherence
  • Monitor team calls both measuring and improving the service provided by team members in order to meet agreed SLA's.
  • Manage service performance, monitor service levels and ensure teams meet agreed KPI's providing a customer centric approach.
  • Participate in process improvement and share best practice with other teams across

Skills & Experience:

  • Management Skills for a team circa 60
  • Excellent Interpersonal skills
  • Knowledge of Microsoft Office; Word, Excel and Outlook
  • Numerical, analytical & planning skills including the ability to read and manipulate spreadsheets to manage and control performance
  • Experience of producing high quality reports and presentations for senior management.
  • Self Motivated, Customer orientated, trustworthy and efficient.
  • Able to make responsible and effective decisions.
  • Good communication skills at all levels
  • Strong people development skills
  • Provide clear and strong direction to individuals and your team for future development.
Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy.Parkside Recruitment is an Equal Opportunities Employer.

Reference: 34149126

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