We have a vacancy for an enthusiastic and focused Team Manager to join our clients busy, vibrant team. The successful candidate will be motivated, organised, high calibre and dedicated to delivering a great service on behalf of their customers - If you have previous team manager experience, get in touch!
Monday to Friday office hours and Hybrid working options in the heart of London.
About the role:
- Lead a team to meet and exceed business objectives, service targets corporate goals including operational metrics, quality, customer satisfaction, client satisfaction, and absenteeism and attrition.
- Have direct involvement in the induction training and ongoing skills development for all advisors in the team, ensuring they attract and retain the very best talent.
Continually review and monitor work performance of all advisors against agreed KPI's, ensuring that chats/tickets/emails are handled professionally.
- Implement reward & recognition programs and share best practices across teams and build spirit of teamwork and a work environment that promotes high levels of engagement amongst team members.
- Maintain regular communications and feedback, ensuring accurate and timely communication of any client/campaign issues to Operations Manager.
Who are we looking for
- Evidence of effective interpersonal, coaching and leadership/supervisory skills.
- Previous Team Leading / Managerial experience is essential.
- Reporting, Operational and Analytic skills.
Experienced in managing Live chat/Email/Ticketing teams in past organisations
- Previous experience working in a call centre environment is essential.
- Excellent verbal and written communication skills.
- Good numeric and verbal reasoning skills.
- Effective problem-solving skills.
- Performance management skills and experience.
- Client/customer management skills