£ 24000 - £ 27000 / Year
Sales & Retail - Customer Service Manager
· Job type
Sales and Retail
· External Reference
My client is looking for someone that can make sure that colleagues are effectively managed, engaged, developed and capable of delivering excellence in line with their processes, procedures, and operational service levels. The right candidate will be working in a multilingual and multicultural environment, where teamwork and the ability to build effective and lasting relationships with colleagues and key stakeholders is essential.
The Team Manager role is critical to the operation and has ownership of the people in the team and the day to day operation.
The right candidate will have the ability to chair engaging team meetings, buzz sessions and huddles with a focus on promoting excellent customer service, process improvements and business updates. They should have a great passion for people development and customer experience as my client's goal is to make sure the customers have amazing service in every contact. You need to have experience in managing change in a fast paced and agile environment and be able to work under pressure, manage your time effectively and work on your own initiative. It is essential to have good analytical, decision making and problem-solving skills and be able to self-motivate. As a team manager it is important to drive performance and have excellent communication skills at all.
This role is all about people and driving performance in a dynamic environment, so adaptability, emotional resilience and a positive attitude are key requirements to have success in this role. You'll need to have at least 12 months experience in a contact centre and have had a management role in your career.
To assure real-time supervision and process the open/close procedures;
To deal with absence line response & reporting;
Drive a more responsive customer operation by close, dedicated management of adherence to channel assignments and schedules amongst other aspects of making sure the right people are doing the right thing at the right time;
Deal with all aspects of scheduling meal times, breaks and planned time off; Performance and productivity monitoring;
Be part of the identification of interaction trends and patterns and complete Daily Operations Tracker as well as be the primary responder for escalations;
To feedback interaction standards to colleagues and case creation standards and practices Knowledge, People Management & Training;
Be the primary responder resource for colleague Q&A channels when on Agent Assist/Point Duty and identify advisor skills and knowledge gaps and provide appropriate coaching/feedback
To deliver training modules as a SME through new starter training programmes, ongoing core skills training and continuous improvement initiatives whilst providing enhanced support for Grad Bay colleagues and throughout probation periods;
To encourage fairness in both work effort and professional behaviours across the operation through observations and feedback, recognising positive effort and behaviours and managing any inappropriate behaviours in line with our HR/people processes;
Develop and implement a timeline to achieve targets and delegate tasks to team members;
Create a pleasant and collaborative working environment that inspires the team and support your team to ensure they meet KPI's and SLA's and manage their performance;
Carry out call quality checks and provide regular feedback and coaching;
Develop staff through monthly 1-1s and ongoing training and coaching Business Improvement;
Report emerging and ongoing customer affecting issues and escalate any systemic issues such as web content errors and use your experiences and knowledge within the Team Manager team to drive improvements in business processes and customer journeys, raising suggestions actively with the service development team.
So if you are looking for a new challenge within a large and prestigious company and want to find out more about this great new opportunity then don't hesitate and apply!
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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To speak to a recruitment expert please contact Nadia Filipa-Nunes