Team Manager

Posted 27 February by Cluett Reeve Ltd

Responsible for managing a team of Product Support Agents and providing support, development and training as required.

• Understand the companies products, services, procedures and guidelines and communicate the same to all team members

• Help to reinforce and ensure your team meets the department targets, implement guidelines and assist with any issues the Agents may have.

• Responsibility for delivering an excellent customer service to consumers.

Key Skills Knowledge and Ability

• Excellent leadership skills, able to supervise, coach and mentor team members

• Monitor Agent performance and follow up with monthly 1 to 1 reviews
• Support in customer escalations as required
• Mediate any interpersonal issues Inspire and motivate team members
• Provide effective feedback
• Accept and complete projects and other duties as assigned by the Customer Care Manager.

• Ability to multi task

Department Specific Responsibilities

• Experience in managing a team of call centre agents to achieve dept targets.

• Monitor calls to ensure that due procedures and quality standards are strictly
• adhered to

• Coach and train to improve performance levels as required

• Ability to recognise and performance manage low achievers

• Support and develop your team to achieve high levels of customer service and individual performance.

Technical Requirements
• CRM system experience - Required
• People management experience - Required
• Oracle System experience - an advantage
• Product knowledge - an advantage
Department Specific Technical Requirements
• Strong PC skills e.g., Microsoft Office suite - Word, Excel, Outlook
• Good knowledge of products and processes are an advantage.

Hours are Monday-Friday 8.30-5.30
6 months probation period

Reference: 34565452

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