Job Title: Team Manager
Salary: £25-28,000 plus lots of benefitsWhere: Thame Oxfordshire
The Purpose of the Position
To lead and develop a team of approximately 9 FTE staff within the Customer Contact Centre . The Team Manager is responsible for ensuring that the SLA’s are met, client objectives are fulfilled and relationships are built with the client and key stakeholders.Key Responsibilities
To manage the Back Office, Car Hire and email teams within the Customer Contact Centre.
Ensure that KPI’s and SLA’s are met, and review existing process and ways to improve/combat challenges if challenges are faced.
To coach, mentor and develop the teams to deliver excellent customer service, achieve targets, produce quality calls and written communication and meet (and exceed) agreed service levels.
To assess and review team’s and individual performance through the interpretation of data and reports.
To ensure that the team is highly motivated at all times, and involved in the vision of the client.
Contribute to weekly meetings with the client at which technical updates, performance and new initiatives are discussed.
Conduct monthly 1 2 1’s with each team member and review PDP’s on a quarterly basis.
Identify training needs and liaise with the Quality Executive to develop workshops and deliver training as required.
Work closely with Team Seniors to ensure day to day running of CCC is as efficient as possible.
Ensure service and productivity levels are achieved and maintained and review the allocation of work load to agents within the team as required.
Manage communication between the team and client and distribute bulletins and directives as required.
Review regularly and monitor team to assess performance, and maintain quality standards.
Be the point of escalation for Team Seniors and make calls to customers in order to progress cases.
Conduct the proof reading of high priority/CEO cases.
Be responsible for the daily start up/close down of the operation.
Be involved in the development of the CRM and productivity tools and conduct UAT as required.
To assist in recruitment as required by the Client Service Manager.
To share ideas and help develop the business.
Excellent people management skills.
Good interpersonal skills and able to communicate at all levels both within the team and with the client and customers.
Knowledge of the automotive industry.
Ability to lead from the front and develop/ motivate a team.
Excellent coaching skills and a proven track record of developing individual's performance.
Experience of case management.
Computer literate to an intermediate level.
Able to work under pressure and work to targets.
Ability to challenge and identify better ways.
Committed to growing and developing the business and delivering exceptional customer service.
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