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Contact Centre Team Manager

  • Location: Prescot
  • Salary: c£25,000 per year
  • Job Type:Permanent

Posted almost 2 years ago

  • Sector: Front-Line Talent
  • Contact: Lucy Waddock
  • Expiry Date: 22 July 2022
  • Job Ref: LW19217

Hours: 38.75 Hours per week

Position 1 – Flexi 7 days shift pattern Sun to Mon 08.30 to 21.00

Position 2 – Fixed shift evenings & weekends

Mon Day Off

Tue Day Off

Wed 13:00 to 21:00

Thu 13:00 to 21:00

Fri 13:00 to 21:00

Sat 12:00 to 20:00

Sun 09:00 to 17:00

Reporting into the Call Centre Manager your key tasks will include:

• To ensure that all team activity is reviewed, evaluated, and audited to ensure maximum effectiveness is achieved and maintained.

• Identify staff development needs and skills gaps within the team. Promote and assist with training requirements in order to aid succession-planning requirements.

• To act as a role model in all activity and communication and drive employee engagement through a collaborative and empowering management approach, ensuring that the team understand the impact of their actions on the wider business.

• Maintain regular reporting such as KPIs, Quality & 121’s

• To have the ability and knowledge to implement PDP’s and PIPs to help guide and improve team members

• Monitor team performance and report on metrics.

• Listen to team members’ feedback and resolve any issues or conflicts.

• Develop relationships both within the call centre and business stakeholders to ensure great customer service is always delivered.

• Responsible for the opening/closing (key holder) of the site, ensuring that the site is always secure.

• As Team Manger you are required to follow company policy requirements and implement or escalate disciplinary matters

• Manage the order building process from start to finish – liaise with buyers for product availability and ensure selling targets are achieved.

• Manage daily and weekly incentives – analyse which incentives work the best and which products drive the sales.

• Set clear priorities and goals, to ensure sales targets are accomplished.

About you

• Previous Contact Centre Team Leader/Team Management experience

• Experience in delivering 121’s

• High level of attention to detail and organisation, with a sense of ownership, pride and responsibility for the accuracy of your own work.

• I.T. literate, knowledge of the effective use of Microsoft (Word, Excel)

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