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THE COMPANY

This is truly a fantastic opportunity to join a UK leading Outsourcer based in the North West. Working on a hugely successful client account which was recently extended, you will be part of a new group of additional resource at Team Manager level.

We are currently seeking exceptional Team Managers with a clear demonstrable track record of performance management through an effective coaching style within a challenging service environment.

To be considered for this position candidates must recruit, lead, performance manage, develop and motivate a team of Customer Service executives in a fast paced and challenging environment. You will be expected to meet or exceed service levels, targets and objectives in line with Company procedures and all regulatory bodies.

THE ROLE

• Manage team performance to deliver/exceed agreed SLA targets and key performance indicators in line with budgetary constraints to gain maximum value to the Company.

• Maximise the contribution of your team to the achievement of required standards through effective performance management and incentive plans, ensuring timely action is taken, as and when required.

• Utilise and analyse MI, interpreting trend analysis to drive performance, sharing best practice and knowledge with your direct team and peer team to continuously focus on improvement.

• Work in partnership with peers to resolve training needs, recruitment and contact centre productivity

• Evaluate and monitor individual conduct and performance to achieve/exceed agreed standards through coaching and continual Development plans

• Operate a flexible approach to change, positively consult and communicate with the team and the wider operational functions to effectively implement and embed agreed change initiatives to deliver improved effectiveness and efficiency.

KNOWLEDGE AND EXPERIENCE

• Must have previous Customer Serivce management experience in leading a team to exceed expectations through coaching and training techniques

• Experienced people manager who has lead a team through a high volume of change

• Proven Leadership skills are a must, including the ability to drive, motivate and build a high performing and empowered team with a strong customer focus

• Hands on experience of working within a customer service focused environment but also having a “sales through service” strength and possess the ability to up & cross sell

• An appreciation of regulatory compliance and a knowledge of ACD systems desirable but not essential

REMUNERATION AND PACKAGE DETAILS

Competitive salary plus benefits package

PROCESS & TIMEFRAMES

To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to;dave@callcentreassociates.co.uk candidates with suitable experience will be contacted shortly after.