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Team Manager (Call Centre)

Posted 28 December 2017 by The Northview Group Ended

Overall Purpose of Job

To manage teams effectively to ensure that a consistent and superior level of service is provided to our customers. Key responsibility is to balance resource levels and implement strategic change to achieve operational excellence.

Key Accountabilities (no more than ten)

• Develop and implement plans to ensure that a high quality, consistent standard of Customer Service is delivered in line with business objectives, budget and KPIs- including assessment of call activity, live call listening and feedback, daily workload planning and adjustments
• Effectively manage and provide direction to the team and ensure all work is delivered to service level agreements
• Actively manage individual and team performance and competence including conducting one to ones, giving feedback on performance, conducting performance reviews, absence management and managing resource requirements
• Train, coach and develop team members on operational processes to maximise performance and potential
• Ensure team are fully aware of all relevant business related communications, including delivery of team briefs covering corporate and local communication
• Create a culture that delivers high performance, motivation and engagement
• Participate in the recruitment and selection of team members, including participation in assessment centres as an accredited recruiter
• Manage Succession Planning for key roles within the team
• Third party management including resolution of client issues, including management of client relationships
• Participate in Operational client review meetings as subject matter expert
• Creation and management of functional measures/metrics
• Monitor process and policy ; identify and manage risk issues
• Role model Acenden’s values

Experience, Knowledge, Skills

• Excellent understanding of operational strategy
• Demonstrable ability to quickly implement tactical plans to deliver strategic objectives
• Analytical with the ability to put in place KPIs that drive productivity, quality and service
• Strong communication and influencing skills
• Effective stakeholder management skills
• Strong commercial acumen, connecting needs of clients and internal mechanisms to create value
• Ability to articulate vision in a way that ensures understanding
• Remain resilient in face of set backs
• Excellent motivational, monitoring and mentoring skills through 121’s ensuring KPI’s are met
• Ability to liaise, influence, communicate and negotiate at all levels of management and work synergistically with other departments.


• Experience of creating and implementing workflows, processes and procedures
• Solid grasp of IT/Telephony systems
• Previous experience of leading a team
• Experience of project and resource planning, scheduling and budget management
• Financial Services experience desirable
• Experience working in a regulatory environment desirable

Required skills

  • Call Centre
  • Management Skills
  • Call Center
  • Team Performance
  • People Development

Reference: 33785456

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