Team Manager

Salary: £48,000 per year

Sitel

We are a leading global outsourcing provider of Customer Experience Management with 150 offices across 25 countries and more than 75,000 associates

We offer tailored customer solutions to our diversified client base across all of the stages of a customer journey. With our operational excellence and continued focus on process improvement and value add solutions, we are a partner of choice for our clients

Role Profile

Coaching, monitoring results and creating action plans, engaging and motivating your team of Customer Service Advisors, with your warm professionalism, expertise and leadership skills you will ensure your team deliver a customer journey that is the very best each and every time.

You understand when supporting your team with escalations that not every customer is a happy customer when they first contact us. By leading the way you will develop your team’s skills and confidence so that they build brand loyalty by taking ownership of customer queries and providing consistently positive solutions.

In our busy contact centre you will relish the opportunity to learn and develop your skills further by working collaboratively with colleagues, other departments and our Client.

To join our crew, we ask that you:

Have experience managing and leading a team (it would help if you have some experience of contact centre environments)

Have confidence in learning and using a variety of computer systems and data sets to drive your teams success in delivering business objectives (against KPI’s and metrics)

Are comfortable with a wide variety of people management tasks and roles

Are able to manage your time effectively under pressure

Are able to demonstrate a good understanding of your role in the wider success of our business

Are skilled in engaging and motivating a team through open communication, reward and recognition and your ability to role model our core values

In our crew you will:

Continually reviews & monitors work performance of all advisors against agreed KPI’s

Coaches, develops and motivates advisors

lead the team to meet and exceed business objectives ensuring that key financial, operational and quality metrics are consistently achieved

Have direct involvement in the recruitment, selection, induction training and ongoing skills development for all advisors in the team, ensuring we attract and retain the very best talent

Undertake 1:1 monthly meetings with each advisor, ensuring objectives are continuously reviewed and linked to business KPI’s

Ensure advisors are recognised and rewarded for outstanding achievements & performance in line with the company/client mission and values

Drive performance across a multi-channel campaign, Inbound Telephony, Outbound Telephony, Social Media & Chat

Relevant Experience:

Evidence of effective interpersonal, coaching, and leadership skills

Proven track record at supervisory level in a fast moving customer service environment, call centre experience preferred

Previous Team Leader experience

managing outbound campaigns and knowledge of how dialling patterns can be influenced by data would be beneficial.

Additional Benefits:
20 days holiday + statutory bank holidays
Free additional training
Weekly/Monthly and yearly site Incentives
Excellent Career Opportunities & award winning training programmes
A fun working environment
Free NVQ’s onsite
Eye Care Vouchers
Pension schemes
Corporate discounts
Q card – offers discounts for various companies including retail, travel & hospitality