This Job Vacancy has Expired!

Team Manager

CV-Library

Posted on Oct 28, 2021 by CV-Library

Greater Manchester, United Kingdom
Customer Service
Immediate Start
£24k - £27k Annual
Full-Time
The Team Manager role is critical to the operation and has ownership of the people in the team and the day to day operation.

The right candidate will have the ability to chair engaging team meetings, buzz sessions and huddles with a focus on promoting excellent customer service, process improvements and business updates. They should have a great passion for people development and customer experience as my client's goal is to make sure the customers have amazing service in every contact. You need to have experience in managing change in a fast paced and agile environment and be able to work under pressure, manage your time effectively and work on your own initiative. It is essential to have good analytic, decision making and problem-solving skills and be able to self-motivate. As a team manager it is important to drive performance and have excellent communication skills at all.

This role is all about people and driving performance in a dynamic environment, so adaptability, emotional resilience and a positive attitude are key requirements to have success in this role. You'll need to have at least 12 months experience in a contact centre and have had a management role in your career.

Duties:

To assure real-time supervision and process the open/close procedures;

To deal with absence line response & reporting;

Drive a more responsive customer operation by close, dedicated management of adherence to channel assignments and schedules amongst other aspects of making sure the right people are doing the right thing at the right time;

Deal with all aspects of scheduling meal times, breaks and planned time off; Performance and productivity monitoring;

Be part of the identification of interaction trends and patterns and complete Daily Operations Tracker as well as be the primary response for escalations;

To feedback interaction standards to colleagues and case creation standards and practices Knowledge, People Management & Training;

Be the primary response resource for colleague Q&A channels when on Agent Assist/Point Duty and identify advisor skills and knowledge gaps and provide appropriate coaching/feedback

To deliver training modules through new starter training programmes, ongoing core skills training and continuous improvement initiatives whilst providing enhanced support for Grad Bay colleagues and throughout probation periods;

To encourage fairness in both work effort and professional behaviours across the operation through observations and feedback, recognising positive effort and behaviours and managing any inappropriate behaviours in line with our HR/people processes;

Develop and implement a time line to achieve targets and delegate tasks to team members;

Create a pleasant and collaborative working environment that inspires the team and support your team to ensure they meet targets and manage their performance;

Carry out call quality checks and provide regular feedback and coaching;

Develop staff through monthly 1-1 and ongoing training and coaching Business Improvement;

Report emerging and ongoing customer affecting issues and escalate any systemic issues such as web content errors and use your experiences and knowledge within the Team Manager team to drive improvements in business processes and customer journeys, raising suggestions actively with the service development team.

So if you are looking for a new challenge within a large and prestigious company and want to find out more about this great new opportunity then don't hesitate and apply!

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website

Reference: 215021027

Set up alerts to get notified of new vacancies.

Similar Jobs

Team Manager

Greater Manchester, United Kingdom

£24.5k - £24.5k Annual

Team Manager

Plymouth, Devon, United Kingdom

£500 - £500 Hourly

Team Manager

Greater Manchester, United Kingdom

£30k - £32k Annual

Scheduling Team Manager

West Midlands (County), United Kingdom

£30k - £35k Annual

Sales Team Manager

West Yorkshire, United Kingdom

£35k - £35k Annual

Complaints Team Manager

West Yorkshire, United Kingdom

£30k - £30k Annual

Customer Service Team Manager

Merseyside, United Kingdom

Annual Salary

Customer Care Team Manager

Greater London, United Kingdom

£30k - £30k Annual

Customer Service Team Manager

Oswestry, Shropshire, United Kingdom

£30k - £32k Annual

Customer Service Team Manager

Oswestry, Shropshire, United Kingdom

£30k - £32k Annual