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Customer Service Team Leader

  • Location: Prescot
  • Salary: £25000 per year
  • Job Type:Permanent

Posted 3 months ago

Hours: Monday- Sunday between 8am-9pm. Rotational basis.

Start Date: ASAP

We have an exciting new position for an experienced Team Manager to join a busy retailer.

The role is Contact Centre based in the Knowsley area.

Experience:

Two or more years as a Team Manager within a contact centre is essential.

We are looking for reliable candidates with excellent communication and management skills.

Key Tasks:

  • To lead by example and motivate your team.
  • Maintain standards and achieve targets for all your teams’ performance.
  • Perform monthly 1-2-1 reviews.
  • Support team members and share knowledge.
  • Take on additional tasks as and when required to support the business.
  • Call Quality
  • Weekly Stats
  • Attend weekly management meeting.
  • Key holder responsibilities
  • Highlighting areas required for support.
  • Training and developing team members, using various methods to achieve this.
  • Absence Management - conduct attendance improvement/capability meetings.
  • Conduct Investigations in a timely manner.
  • Conduct disciplinary hearings.
  • Performance discussions and feedback to colleagues (Positive and Development). Unsuccessful Impact document when required.
  • Manage Performance through a Performance Improvement Plan if appropriate.

Key Performance Indicators:

  • Consistently support and manage staff positively, so they achieve their KPI’s
  • Keep within agreed absence levels
  • Maintain excellent punctuality

Work Standards:

  • An excellent and approachable manner when dealing with both internal staff and external customers
  • Possess excellent keyboard skills
  • Reach and maintain your potential through continuous development
  • Achieve and try to exceed all KPI’s
  • Observe and work within company and industry guidelines (DPA, Company Information Policies etc.)
  • Maintain the standards (dress, housekeeping rules, security procedures)

Keywords: customer service team leader, customer service team manager, customer service supervisor, team manager, team leader, contact centre team manager