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Contact Centre Team Manager

Job Reference:
Recruiter Name:
Parkside Recruitment
Job Type:
Call Centre/Customer Service
£30,000 to £33,000 per annum
England, Hertfordshire
Contract Type:
Date Posted:

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I am currently recruting for a Contact Centre Team Manager for my well know client based in Watford. The Successful candidate will be responsible for delivering exceptional customer service to all 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.
  • 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.
  • Monitor the team's real time adherence to predefined work schedules
  • 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.

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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