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Contact Centre Team Manager

Job Reference:
Recruiter Name:
Parkside Recruitment
Job Type:
Call Centre/Customer Service, Customer Service Manager
£30,000 to £32,000 per annum
England, Hertfordshire
Contract Type:
Date Posted:

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Our market leading client based in Watford are looking for a Contact Centre Team Manager To deliver exceptional customer service to all of their customers and retailers, through effective performance management, coaching and development of a team

Key responsibilities

  • Ensure all agreed departmental KPIs are achieved, resulting in an optimum level of service being delivered at all times.
  • Ensure all people related tasks are completed as documented in company procedures.i.e. DPP Reviews, administration of the absence process, health and safety requirements.
  • Identify and implement team and individual Key Performance Indicators (KPIs) which are consistently aligned to departmental targets, product offerings and corporate goals.
  • Undertake performance management for each member of the team, develop Personal Development Plans (PDPs), jointly identify and secure appropriate learning, coaching and training opportunities aligned to the individual's preferred learning style and provide performance feedback in line with defined standards. Consistently manage all performance shortfalls.
  • Manage escalations and complaints through to resolution including resulting improvement actions.
  • Contribute to the planning of departmental resources to ensure that appropriate customer service skills are secured, maximised and maintained.
  • Manage and improve the performance of operational processes and working practices.

Key Skills

  • Proven people management experience
  • Experience of leading a team within a Customer Service environment
  • Ability to use MS office applications
  • Knowledge of CRM solutions (SAP/ONYX)
  • Experience in analysing and interpreting data to manage operational and CSA performance

Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.

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