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Call Centre Team Manager
Greater London

About the Role

A fantastic opportunity for someone who is experienced in managing a team of at least 20 advisors in a customer focused call centre environment.  The role will be to provide management and leadership to ensure all performance targets are met and the team strive to improve individual performance.

Main Responsibilities:

  • Manage, motivate, lead, coach and develop a team of people driving a customer focused culture to deliver exceptionally high levels of customer service
  • Manage the team’s performance to ensure the delivery of the agreed targets and key performance indicators
  • Utilise and analyse all management information to identify opportunity to improve performance
  • Investigate all complaints within the agreed timescales
  • Build relationships across the business both internally and externally
  • Develop a team focused environment where all staff members take ownership of their work and are productive in a real time environment
  • Conduct monthly appraisals reviewing the previous month and setting objectives for the future month
  • Identify any training requirements and action where required

Required Skills and Experience:

  • Proven experience of managing a high volume, multi-channel customer focused team in a call centre environment
  • Experience of motivating a team to deliver exceptional service
  • Ability to work in a high volume fast pace environment whilst maintaining high levels of customer service
  • Experience of working directly with both internal and external customers
  • Proven experience of working directly with clients
  • Excellent communication skills
  • Ability to work using initiative and manage time effectively
  • It would be advantageous to have automotive and complaints experience

  If you would like any further information, please contact Becky on 01905 330795

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