Contact Centre Team Managerwho has previous people management and leadership experience, preferably within a busy customer service call centre environment is required to join a team based in Ealing, West London.
SALARY: £42,000 per annum + Generous Benefits (see below)
LOCATION: Ealing, West London (primarily on-site, with some flexibility for hybrid work)
WORKING HOURS: 37.5 Hours per Week
JOB OVERVIEW
We have a fantastic new job opportunity for a Contact Centre Team Managerwho has previous people management and leadership experience, preferably within a busy customer service call centre environment.
Working as the Contact Centre Team Manager you will lead on the delivery of departmental KPI's through the effective management of Contact Centre Agents.
As the Contact Centre Team Manager you will also drive initiatives to enhance customer satisfaction and reduce customer effort.
DUTIES
Your duties as the Contact Centre Team Manager will include:
- Maximise first contact resolution through effective coaching of agents
- Support the delivery of a quality-focused frontline service across all tenures
- By utilising strategic planning and business insights, identify and implement solutions in the Contact Centre to enhance customer experience, reduce customer effort, and increase first contact resolution
- Take ownership of Contact Centre complaints, ensuring appropriate responses are provided within agreed business and HOS timeframes
- Support the recruitment and selection process of Contact Centre Agents
- Responsible for the operational management of a team of Contact Centre Agents; identifying performance and training gaps; managing agents within the company's procedures to support the department in providing excellent customer service
- Effectively communicate the departmental vision and objectives to the teams, ensuring they understand and support the overall goals
- Manage and maintain relationships with both external partners and internal business areas, ensuring operational issues are quickly addressed
CANDIDATE REQUIREMENTS
- Educated to GCSE level or equivalent in Maths & English (Grades A*- C)
- People management experience, preferably in a Contact Centre environment
- Experience of training and coaching a team for performance improvement
- Experience / background working in repairs (desirable, not essential)
- Good with reporting and able to analyse data to identify and drive improvements (Excel, PowerBI etc)
- You are energetic, driven, and enthusiastic individual who excels at collaborating and bringing out the best in a team
- Confident communicator with great people skills
BENEFITS
- 25 days' holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
- Up to 8% contributory pension
- Flexible working
- Investment in your learning and development
- Generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family
- Cycle to Work Scheme whereby employees have access to cycling equipment throughout the year and can pay via monthly salary deductions
The organisation recognises that some people will only apply for a role if they meet 100% of role requirements. If this sounds like you, they'd still encourage you to apply should you not feel you meet the criteria 100%.
APPLY TODAY...
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JOB REF: AWDO-P12331
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