Contact Centre Team Manager
Milton Keynes

About the Role

Our client based in Milton Keynes is a large but rapidly growing business. Due to internal growth and successful acquisitions, an opportunity has arisen for a Customer Service Team Manager managing a team of Customer service advisors.

This is a progressive opportunity and ideal for anyone currently in a Team Manager role and keen to work in a more progressive and developmental environment.

Responsibilities:

• Lead a team to meet and exceed business objectives, service targets corporate goals including: operational metrics, quality, customer satisfaction, client satisfaction, and absenteeism and attrition.
• Have direct involvement in the recruitment, selection, induction training and ongoing skills development for all advisors in the team, ensuring they attract and retain the very best talent.
• Continually review and monitor work performance of all advisors against agreed KPI’s, ensuring that calls are handled professionally.
• Implement reward & recognition programs and share best practices across teams and build spirit of teamwork and a work environment that promotes high levels of engagement amongst team members.
• Maintain regular communications and feedback, ensuring accurate and timely communication of any client/campaign issues to Operations Manager.

• Evidence of effective interpersonal, coaching and leadership/supervisory skills.
• Previous Team Leading / Managerial experience is essential.
• Previous experience working in a call centre environment is essential.
• Excellent verbal and written communication skills.
• Effective problem-solving skills.
• Performance management skills and experience.
• Client/customer management skills