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Customer Care Team Leader

About the Role

We are working with a fantastic business who are looking for a "Contact Centre" Customer Care Team Manager.We have a vacancy for an enthusiastic, focused Inbound Team Manager to join our clients busy, vibrant team. The successful candidate will be motivated, organised, high calibre and dedicated to delivering a great service on behalf of their customers - If you have previous sales management experience, get in touch! 

About the role:

  • Lead customer care teams to meet and exceed business care objectives, care targets corporate goals including.
  • Frequent coaching sessions with care team members, identifying Key strengths and areas for improvement with a view to driving consistent lead conversion growth.
  • Continually review and monitor work performance of all Care Agent's 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.
  • Provide strong strategic direction for your teams to ensure you meet your team objectives.
  • Induct all new members of staff effectively, delivering key training and embedding new recruits into the clients culture
  • Maintain regular communications and feedback, ensuring accurate and timely communication of any campaign issues to Operations Manager.
Who are we looking for?
  • Evidence of effective interpersonal, coaching and leadership/supervisory skills.
  • Previous Care Managerial experience is essential.
  • Experience in the FS sector would be preffered (Insurance OR Banking)
  • Previous experience working in a call centre environment is essential.
  • Excellent verbal and written communication skills.
  • Good numeric and verbal reasoning skills.
  • Effective problem-solving skills.
  • Experience in a B2C Environment 
  • Experience in a Regulated environment would be advantageous 
  • Performance management skills and experience.
Please contact

constantly on the hunt for the best candidates