Contact Centre Team Manager

We have a vacancy for an enthusiastic and focused 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 team manager experience, get in touch!

Monday to Friday office hours and Hybrid working options in the heart of London.

About the role:
• 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 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 chats/tickets/emails 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.

Who are we looking for

• Evidence of effective interpersonal, coaching and leadership/supervisory skills.
• Previous Team Leading / Managerial experience is essential.
• Reporting, Operational and Analytic skills.
• Experienced in managing Live chat/Email/Ticketing teams in past organisations
• 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.
• Performance management skills and experience.
• Client/customer management skills