SALARY:£25-28,000 PA.

Are you a Team Manager looking for a new role in 2019?  We currently have a vacancy within a contact centre environment based in the Warwick area.  In this Team Manager role you will be responsible for driving the performance of key business metrics. You will need to demonstrate effective coordination and provide clear leadership to a team of circa 18 agents to achieve excellent customer service.

Main Responsibilities:
· Leads a team to deliver individual and team efficiency and qualitative performance targets
· Coordinates workloads to ensure maximum productivity
· Motivates, Coaches and Develops all team members, through planned call monitoring and evaluation sessions, one-to-one coaching and feedback, remote and side-by-side monitoring
· Develops a performance-orientated culture
· Demonstrates the ability to communicate and engage with all members of the team, maximising their performance and translating business goals in a meaningful and innovative way
· Support Service Centre Manager to deliver business targets and objectives through ad-hoc project activity
· Acts as an escalation point for Customer Service Agents; liaising directly with customers as appropriate
· Demonstrates appropriate behaviours; and ability to liaise with other departments to resolve customer issues
· Anticipates operational issues within the team and develops solutions based on logical reasoning, past precedents and best practice
· Follows all performance management guidelines
· Promotes and is compliant to all Health and Safety requirements

Our client is looking for:
Knowledge & Experience
· Proven 2 years’ experience of leading and developing a team
· Significant experience working in a Customer-focused, target driven environment
· Strong communication skills
· Sound decision making skills
· Flexibility and strong organisational skills
· Determination to succeed
· Time Management
· Assertiveness
· Action Planning and forward thinking
· Desire to be part of a team delivering World class service
· Ability to constantly adapt to process changes
· Ability to deliver work accurately at all times

Leading & Development 
· Conduct skill gap analysis
· Ability to develop individually tailored Personal Development Plans, based on the individual needs of their team members as identified through weekly KPI’s
· Review individual performance to ensure they have the right capabilities, knowledge, skills and behaviour to perform in their role
· Demonstrate flexibility in coaching styles, aligned with the different learning styles of their team
· Engage all team members with wider organisational objectives and ensure a comprehensive understanding of how they personally contribute to overall performance
· Identify future talent pool to enable effective succession planning
· Conduct annual Personal Development Reviews and hold regular meetings to discuss performance against objectives

Results Driven
· Sets and communicates clear targets to all team members
· Plans and conducts weekly/monthly review sessions to assess individual performance and puts remedial action plans in place to address any shortfalls
· Confident with handling performance data and statistics to drive improvement
· Ability to manage below standard performance, following documented procedures
· Recognise and reward achievement and attainment of kpis
· Creates and implements creative ad-hoc incentives to drive performance and employee engagement

· Ability to make difficult decisions and thrives in a fast paced environment
· Key activities are planned in advance to maximise available resource
· Makes sound business decisions to enhance the customer experience and optimise efficiencies
· Proactively drive cross-functional team work, building effective relationships with other departments
· Supports team members through the change process, promoting and showing enthusiasm to change
· Demonstrates a receptive approach to new ideas

If you are interested in this position please email your CV along with a short covering letter to explain why you think you would be ideal for the role.

Ref No: 3122
Location: Warwick
Job Type: Permanent
Full or Part Time: Full Time – 40 hours per week working on a rotating shift patten – 7 days per week
Salary: £25-28,000 PA

Please note that if you do not hear back from us in 7 working days your application on this occasion has been unsuccessful. If you are already registered with Tri please contact your consultant to discuss your suitability for this position. Tri can only consider applications from candidates who are currently eligible to live and work in the UK in line with Home Office Guidance on the prevention of illegal working. We operate a strict equal opportunities policy.

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