Posted 3 months ago
Contact Centre Team Manager
BirminghamOn-site
AI Summary
A Contact Centre Team Manager leads a team of 10–15 advisors, provides coaching and feedback, monitors SLA/KPI performance, handles customer complaints and first-time resolution, and supports policy improvements.
About this role
Contact Centre Team Manager
We have some fantastic opportunities for experienced Team Managers to join an ever growing company based in South Birmingham.
If you are a looking for a forward thinking company where you can grow and develop your skills, then this is worth applying for.
My client are going through large periods of growth and now require 2 additional Team Managers to join their operation.
Responsibilities of the Team Manager
- Managing a Team of 10-15 advisors
- Providing support and advice to the operation and the call centre
- To perform monthly 1-2-1's to monitor SLA's and KPI's
- Provide side by side coaching and feedback to advisors
- To review company policies and procedures to ensure best action for the customer
- Manage customer journey and complaints, ensuring first time resolution
- Coach advisors through challenging calls, using past experience and knowledge
This is a permanent role and interviews will be taking place over the next few weeks. You must have a minimum of 2 years management experience.
Hours of work between 8am and 8pm Monday to Friday 1 in 4 Saturdays - must be able to show flexibility to support business requirements
Skills
Call Centre OperationsComplaint ResolutionContact Centre SoftwareCustomer Journey ManagementKPI/SLA MonitoringOne-to-one CoachingPolicy And Procedure ReviewTeam Leadership
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