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Customer Services Team Manager
Recruiter
Hays Contact Centres
Location
in Stoke - On - Trent , Midlands
Salary: £20,800 - £33,600 plus great benefits including excellent bonus plans & Retiremen
Reference:
The role: The role is to lead, manage and motivate a high performing team of customer service advisors to achieve the highest levels of customer service and to drive improvements in all areas. You will be responsible for:
• Using a variety of coaching tools including side by side coaching, reactive coaching and call monitoring.
• Dealing with performance management, discipline & grievance cases.
• Meeting and improving customer satisfaction and other business targets.
• Motivating staff and providing leadership in all areas.
• Ensuring compliance with legal and business requirements.
• Handling escalated customer complaints.
• Being creative in providing solutions to business and process issues.
• Managing service delivery and reporting Skills and experience: You will need to have exceptional interpersonal skills combined with:
• A proven track record of team leader/manager experience
• Experience of handling performance management and discipline issues.
• Experience of coaching and motivating staff
• Work experience of a pressurised environment and of working to KPIs
• Graduate calibre education If you want to make the most of your talents, start your new career right now and an excellent benefits package and real career development awaits you. Apply now
• Using a variety of coaching tools including side by side coaching, reactive coaching and call monitoring.
• Dealing with performance management, discipline & grievance cases.
• Meeting and improving customer satisfaction and other business targets.
• Motivating staff and providing leadership in all areas.
• Ensuring compliance with legal and business requirements.
• Handling escalated customer complaints.
• Being creative in providing solutions to business and process issues.
• Managing service delivery and reporting Skills and experience: You will need to have exceptional interpersonal skills combined with:
• A proven track record of team leader/manager experience
• Experience of handling performance management and discipline issues.
• Experience of coaching and motivating staff
• Work experience of a pressurised environment and of working to KPIs
• Graduate calibre education If you want to make the most of your talents, start your new career right now and an excellent benefits package and real career development awaits you. Apply now
Recruiter:Hays Contact Centres
Website: http://www.hays.com
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Published at 07-02-2008
Viewed: 782 times
Viewed: 782 times
