Team / Duty Manager
Posted on Jan 28, 2019 by Search Consultancy
Team Manager - Contact Centre
Up to £26,000 basic plus benefits
If you're looking for a rewarding, hands on, varied and challenging new manager role then this could be for you! Not your average call or contact centre team manager role, we're looking for someone who wants the next step to support the operations manager and all colleagues to deliver great service, within regulatory guidelines and SLAs.
To drive performance of the team through adherence, KIPS and SLAs, both internally and externally
To ensure the team operate within GDPR and confidentiality policies
To assist in delivery and planning of all change and implementation strategies positively to ensure 100% engagement and smooth transition periods
To review the efficiency and performance of call handling staff, identify and deliver staff training, identify coaching needs and plan training/coaching sessions with the Learning and Development Manager if required
To ensure all procedures and policies are adhered to at all times and take responsibility when needed, acting as escalation point as required
You will :-
Possess excellent and proven people management experience in a contact centre environment, preferably regulated
Able to work under pressure and be comfortable taking escalated calls of a sensitive and sometimes upsetting nature
Be professional and supportive at all times, able to demonstrate empathy whilst being assertive and confident under pressure
Be a team player and be able to operate in a 24/7 operation where communication and consistency are key
This is a long established company who add real value to their customers daily, and as such it's rewarding and the management team are tight knit and very supportive. You'll get plenty of training and regular reviews, ongoing training and development. This is a 24/7 operation and as such some shifts and flexibility will be required including evenings and weekends. Due to the location, your own transport will be required. If you think you've got what it takes to join this well established and experienced team, and add value from day one, then apply now and we will be in touch if you have the right experience!
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.