Contact Centre Team Manager – Evening Shift

Contact Centre Team Manager – Evening Shift

Hampton, Peterborough

Shifts

Full Time – 37.5 Hours per week, 5 days out of 7

Afternoon Shift – 2pm – 5pm variable start time, finishing between the hours of 10pm – 1am

Main Responsibilities

  • Leading a team of At Your Service Advisors in order to ensure they provide a high-quality customer service.
  • Coach, motivate and drive performance of a team of contact centre advisors.
  • Managing the performance of team members by agreeing individual objectives, monitoring performance and conducting regular 1-2-1 performance reviews.
  • Supporting the development of staff by effectively coaching them, providing feedback and identifying training needs.
  • Maximise individual adviser and team engagement through the use of appropriate and innovative motivational techniques.
  • Identifying opportunities for improvement in the processes or systems within the department by evaluating the quality of work done.
  • Advising staff on more complex operational issues and personally manage and make decisions where appropriate.
  • Monitoring and managing staff absence in order to support the welfare of team members whilst balancing.
  • Conducting regular team meetings ensuring communication is open helping to foster a good team spirit and to ensuring departmental plans and aims are understood.
  • Contributing to the development of department plans in support of ongoing improvements.
  • Adapts own behaviour to changes in products, services and processes so as to ensure an excellent customer experience.

Skills Required

  • Experience as a Team Manager (or equivalent) in a contact centre environment.
  • An accomplished leader with a passion for people, doing the best for their team.
  • Strong leadership skills are essential, the ability to motivate, coach and train a team to achieve individual and team goals.
  • Able to demonstrate achievement in managing and improving the attendance, attrition, motivation and engagement of a team.
  • Ability to work under pressure, showing good time management skills.
  • Excellent communication and interpersonal skills.
  • Computer literacy and a working knowledge of contact centre systems.

In Return You Will Receive

  • A competitive salary – £25,000 – £30,000 per annum.
  • Performance related bonus.
  • 25 Days Annual Leave.
  • Company benefits including Pensions Scheme, Private Medical Insurance, Life Assurance and Childcare Vouchers.
  • Comprehensive induction training programme and career opportunities within a fast moving and dynamic organisation.
  • Onsite you will find a free staff car park, unlimited free tea & coffee as well as free fresh fruit!
  • Excellent food options in the same estate plus regular vendors who come on-site such as Marks & Spencer.
  • All of this, in a professional but fun environment!

Apply Now For Further Information!

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