We are seeking a highly experienced and Team Manager for our client’s large and growing Contact Centre operation based in Cardiff, South Wales.
We require a service/ care Contact Centre Team Manager who has the experience and presence to lead from the front, providing world class service to their customers.
This dynamic role will have up to 20 direct reports and offers the successful candidate the opportunity to manage, train and coach their team, as well as influence processes within the wider organisation to ensure the business provide an excellent customer experience.
• Team Management of a team of 20FTE Customer Service/ Care
• Drive and inspire the team to deliver exceptional customer service operational performance
• Carry out regular performance reviews and 121s.
• Engage, train, support and develop a team to enhance business, customer and individual performance.
• Develop and implement continuous improvements to optimise operational performance.
• Manage escalated cases and stake holder sensitive cases through to completion, ensuring you demonstrate professional, efficient and polite interaction with the customer and when providing feedback to the business at all levels.
• Contact Centre Team management experience ESSENTIAL
• Call/ Contact Centre management background
• Planning experience/ diary management/ KPI management
• Customer service experience
We endeavour to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you've been waiting too long, please do get in touch and we'll always do our best to give you feedback on your application.
Cactus Search is a niche UK specialist Call and Contact Centre recruitment business covering all Management disciplines including Sales, Telesales, Collections, Customer Service, Forecasting and Planning, Workforce Management, Process Improvement, Contact Centre Change, Project Management and Business Development. If you are seeking a career move and would like confidential discussions around industry opportunities do get in touch with one of our specialist team.