We are seeking a Contact Centre Team Manager to recruit, coach, train and develop team members in a multi-channel contact centre ensuring that they are achieving individual and team targets by providing exceptional customer service. They will promote a team environment through the use of creative and innovative incentive schemes and competitions and to performance manage team members to ensure that appropriate action is taken in cases where specified standards are not met.
Must have at least 2 years experience of working as a Manager in a Contact Centre environment
Experience of analysing performance utilising management information available to improve the performance of the team/individuals and identify reasons for under performance, taking appropriate corrective action where required
Previous experience of managing project work and proactively managing change e.g. policy, process or systems ensuring any changes are implemented smoothly and in a positive manner and wherever possible involving staff in the change process
Ability to challenge and influence at Senior Management Level
Effective communication and stakeholder management