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Team Manager
Recruiter
Call Centre Associates
Location
in Somerset , South West
Salary: Up to £21,500 + Benefits
Reference: CCH2336IP
THE COMPANY This is a fantastic opportunity to join a well established yet still progressive organisation with a strong foothold in their industry. This position is to be directly responsible for the day-to-day processes and people management of a specific team within the Call Centre THE ROLE Specific requirements of the role include-
• Deliver and maintain Key Performance Indicators and targets through strong leadership
• Manage team performance to optimise results, recognising achievement and dealing with under performers professionally
• Coach team members to achieve their potential
• Review and manage the service level agreements to our customers to ensure that customer complaints are minimised
• Resolve escalated enquiries and complaints, taking responsibility for the action required where necessary
• Regularly appraise and review staff in line with company procedures for probation, objective-setting and appraisal management
• Motivate team towards achievement of agreed KPI's, service level and call quality standards through continuous coaching, reviewing and feeding back on performance and development
• Encourage and inspire the team to challenge existing processes and practices that obstruct or hinder the ability to give customers an end-to-end experience PERSON SPECIFICATION
• Experienced people manager- performance management, including coaching, motivating and leading a team
• Ability to own and manage multiple tasks simultaneously
• Judgment - being able to balance the results of the business and colleague satisfaction
• Ability to work to deadlines and under pressure
• Excellent planning and prioritisation skills
• Effective coaching and development skills
• Good problem solving skills and can vision solutions "e;outside the box"e;
• Have a work in-depth understanding of people practices
• In depth understanding of contact centre dynamics is desirable PROCESS and TIMEFRAMES To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to- ianp@callcentreassociates.co.uk
• Deliver and maintain Key Performance Indicators and targets through strong leadership
• Manage team performance to optimise results, recognising achievement and dealing with under performers professionally
• Coach team members to achieve their potential
• Review and manage the service level agreements to our customers to ensure that customer complaints are minimised
• Resolve escalated enquiries and complaints, taking responsibility for the action required where necessary
• Regularly appraise and review staff in line with company procedures for probation, objective-setting and appraisal management
• Motivate team towards achievement of agreed KPI's, service level and call quality standards through continuous coaching, reviewing and feeding back on performance and development
• Encourage and inspire the team to challenge existing processes and practices that obstruct or hinder the ability to give customers an end-to-end experience PERSON SPECIFICATION
• Experienced people manager- performance management, including coaching, motivating and leading a team
• Ability to own and manage multiple tasks simultaneously
• Judgment - being able to balance the results of the business and colleague satisfaction
• Ability to work to deadlines and under pressure
• Excellent planning and prioritisation skills
• Effective coaching and development skills
• Good problem solving skills and can vision solutions "e;outside the box"e;
• Have a work in-depth understanding of people practices
• In depth understanding of contact centre dynamics is desirable PROCESS and TIMEFRAMES To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to- ianp@callcentreassociates.co.uk
Recruiter:Call Centre Associates
Website: http://www.callcentreassociates.co.uk
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Published at 10-03-2008
Viewed: 512 times
Viewed: 512 times
