Contact Centre Team Manager
Hertfordshire

About the Role

We are looking to recruit an experienced Customer Service Team Manager to join a growing operation. The successful candidate will support the Operations Manager to embed new initiatives and improve operational performance whilst building relationships internally and externally. The ideal candidate will have a strong people management background from a Contact Centre operation.

• Lead and develop team performance, creating a ‘get it right first time’ mentality, and foster ownership and accountability to meet KPIs/SLAs
• Continuous improvement across your department, to ensure consistent execution of the business strategy
• Identify skills gaps, and support and train team members so they can carry out their role effectively
• Manage key escalation points where necessary
• Coaching and developing

Required Skills and Experience:

• Experience of managing a team within a customer centric contact centre essential
• Fanatical about customers and obsessed with excellence in customer service
• Bold, brave and executes with pace
• Champions values of passion, truth, warmth and courage
• Ability to influence and engage at all levels with excellent communication skills

This is a fantastic post for an individual who wishes to take their Management to the next level.

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