Contact Centre Team Manager - regulated enviroment

Division
Operations

Location
West Midlands

Salary
£26,000 - £26,000

Reference
888286

Consultant
Hazan Beliger
haz@contactcentrepartners.com
020 8989 7779

Apply Now

Contact Centre Partners (CCP) is a specialist recruitment consultancy that provides permanent, interim, and temporary staffing solutions within customer contact.

We are delighted to be working with a new client with the recruitment of Team Managers for a new contact centre based in Warwickshire.

You will be responsible for 12-15 agents within a busy environment dealing with customers within a regulated environment. This is a very fast paced and demanding environment so being able to handle a balance and time management is essential.

Role will entail but not limited to:

  • Leading, coaching, developing and motivating a team of people.
  • Ensuring the team meet regulatory, legislative and company standards
  • Supervising the overall workflow management process, whilst also achieving agreed SLAs
  • Managing team performance in accordance with the company’s performance management process to ensure the delivery of agreed targets and key performance indicators.
  • Managing absence, lateness, conduct and behaviours.
  • Investigate and resolve contentious complaints with respect to customer services within the agreed timescales.

Essential

  • Ability to work in a dynamic and fast paced environment
  • Flexible in working hours, to meet the needs of the organisation.
  • Experience of handling disciplinary issues.
  • Team Manager experience for 3 years+

Desirable

  • Anti-Money Laundering Awareness.
  • FCA / Regulated Awareness.
  • Knowledge of the Consumer Credit Act.

If this role is for you please apply to be shortlisted.

Please note this role will entail a personal credit check upon offer.