Job Description: As our Contact Centre Team Manager, you will lead a team of advisors to be able to deliver world class and cost-effective customer service experience and business outcomes. To do this in a highly motivated and rewarding team culture and role model leadership. Job Responsibilities: Drive outstanding customer service experiences and outcomes in a cost-efficient way. To be able to coach and develop a team of customer service experts who are utterly customer centric. To be highly organised and highly productive Great attention to detail is a must Lead a team of advisors to deliver high performance, accurate and high-quality outcomes for customers and in a cost-efficient way. Communicate clear messages confidently and be able to motivate a team Help to recruit and discover the best people for the advisor roles. Takes ownership of implementing business decisions and effectively communicates them to the team. Regularly checks that customers and stakeholders are satisfied, challenging performance where appropriate. Create a culture of high reward & recognition and one which stretches their performance and service potential and results. Takes full ownership of your outcomes and actions and always does the right thing Engages with others in the operation and outside of it in a way which consistently represents yourself and the contact centre in the most positive and professional way. You understand that your success is solely dependent on your input, attitude and ability to lead your team in the best way possible. Presents change in a positive manner, ensuring everyone in the team understands what is expected of them. Develops effective business networks to establish influential relationships with managers, peers and customers. Job Requierments: A motivational leader for your team A strong understanding of contact centre performance / KPI / goals language, definitions and how to interpret these. Experience in performance management, reviews, and action plans Minimum 2 years’ experience of managing a team within a Contact Centre Experience in coaching in a highly effective way Job Details: Company: Iceland Foods Vacancy Type: Full Time Job Location: Liverpool, England, UK Application Deadline: N/A Apply Here instantcareers.net
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