Job Description

Responsibilities:

Work closely with the team, motivating and coaching them Hosting 1-2-1's and team meetings Keeping up to date with business development and new product lines Reporting to the Customer Service Manager Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs Ensure training and development plans are maintained for all team members Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved Manage the fair and consistent application of performance management and disciplinary measures as necessary Support the Operations Manager to highlight operational risks and areas for improvement Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction Support the Head of Sales to deliver business targets and objectives and create a performance orientated culture Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team Work with the management team to identify and deliver positive change and business efficiencies Deliver the allocated part of the operation within agreed budgets, service levels and business targets Escalate any appropriate problems to senior management Support the Senior Manager to highlight operational risks and areas for improvement

Required Skills and Experience:

Team management experience Coaching and communication skills Minimum of 3 years' experience within a contact centre environment as a Team Manager Experience within customer services Excellent leadership and communication skills Strong coaching and people-development skills through call listening, quality feedback, etc. Ability to deal with demanding customers and escalations Energetic and motivating individual Creative thinking
Job Type: Full-time

Pay: ?50,000.00 - ?70,000.00 per month

Experience:

total work: 7 years (Required)
Work Location: In person