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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 £33,000 per annum
England, Hertfordshire
Contract Type:
Date Posted:

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We are currently recruiting for our market leading client based in Watford, the are looking for an experienced Contact Centre Team Manager to join their fun and friendly team. The successful candidate will deliver 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 requirements 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.
  • 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, investigating and resolving variance as necessary.
  • Undertake performance management for each member of the team and develop Personal Development Plans

Key Skills Required:

  • 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)
  • Preferably, knowledge and understanding of Lottery games, systems and procedures
  • 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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