Call Centre Team Manager

Call Centre Team Manager / Team Leader

Call Centre Based

Leicester

£25,000 – £30,000

This is an excellent chance to join an expanding business in Leicester in their growing Customer Service Team as a Customer Service Team Manager / Leader. You will have a real opportunity to shape the team and shape the customer service structure by working together with the Customer Service Manager and supporting the Customer Service Executives.

This position is ideal for someone with previous experience as a Customer Service Team Manager / Leader within a Call Centre / Contact Centre. The position will act as a senior representative to customers so applicants must be fast learning in order to gain the knowledge to become an industry expert.

Duties will include:

Support the Customer Service Manager to deliver business targets and objectives create a performance-orientated culture
Lead a team to deliver individual and team performance targets
Motivate, coach and develop all team members through planned call monitoring and evaluation session’s
Facilitate regular team meetings in a meaningful and innovative way
Act as an escalation point for Customer Service and Sales Advisors; liaising directly with customers when required
Demonstrates appropriate service recovery behaviours (I.E. liaise with other departments to resolve customer issues)
Anticipate operational issues within the team and develop solutions based on logical reasoning, past precedents and best practice
Coordinate workloads to ensure maximum productivity as measured through agent availability metrics
Follow all performance management guidelines relating to time and attendance requirements as set out in the Employee Handbook