Contact Centre Team Manager

About this role:

We are looking for an enthusiastic and well-motivated individual to join our Contact Centre Team as a Contact Centre Team Manager , the main purpose of this role is to drive the Sales & Customer Service Team to provide World Class service.

What will you be doing?

As the Contact Centre Team Manager, you will need to demonstrate effective coordination and provide clear leadership to the team to achieve a meaningful and value added customer experience.

On a daily basis theContact Centre Team Manager willbe responsible for:

• The Contact Centre Team Manager will lead a team to deliver individual and team efficiency and qualitative performance targets

• Coordinates workloads to ensure maximum productivity, as measured through agent availability metrics

• Motivates, Coaches and Develops all team members, through planned call monitoring and evaluation sessions, one-to-one coaching and feedback, remote and side-by-side monitoring

• Demonstrates the ability to communicate and engage with all members of the team, maximising their performance and translating business goals in a meaningful and innovative way

• Supports the Contact Centre Manager to deliver business targets and objectives through ad-hoc project activity

• Acts as an escalation point for Customer Service and Sales Advisors, liaising directly with customers as appropriate

• Demonstrates appropriate service recovery behaviours; (i.e. liaise with other departments to resolve customer issues)

Essential

• The Contact Centre Team Manager should have experience in conducting effective team meetings, delivering business updates, inspiring and motivating team members

• Strong people skills with an excellent coaching ability.

• Outstanding IT skills, especially Microsoft Office, and working knowledge with CRM systems and software.

• Strong communication skills

• Ability to make difficult decisions and thrives in a fast-paced environment

• Flexibility and strong organisational skills

• A strong understanding of contact centre best practices, performance metrics, and KPIs.

• Ability to constantly adapt to process changes

• Demonstrable experience of driving cross-functional teamwork, building effective relationships to drive a culture of calibration and cohesiveness

• Must have previous experience of leading and developing a team within a contact centre environment