Weekend Customer Service Team Manager - Contact Centre EXP

Division
Operations

Location
East Midlands

Salary
£26,000 - £26,000

Reference
888447h

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 who is based in Spalding looking for a Team Manager to join their growing company.

This is a growing subscription-based business where your focus general customer services and retentions. You will be responsible for managing a team of up to 22 agents who will liaise with customers over email and telephone. Responsible for performance management and team development we are looking for a very hands on manager.

Working Days - FRIDAY - TUESDAY

Requirements

  • Ensure our policies and procedures are adhered to at all times
  • Organize your teams daily, weekly and monthly OKR's, weekly team meetings and weekly one on one consults
  • Contingency planning and the management of operational shortcomings
  • Assisting with performance reviews, hiring, absences, holiday planning and rostering
  • Responsible for budgetary reimbursements awarded by your team
  • Provide data-based reports to stakeholders regarding the performance of your team
  • Be the biggest advocate for your team in a proactive and positive manner, whether via pushing for reduced contacts via web deployments or improved communication with other teams
  • Call escalations will be handled professionally and in a timely manner

What you need:

  • 3+ years experience minimum in a customer care environment
  • At least one years experience in leading or managing a team
  • Experience using systems such as Zendesk, Salesforce, New Voice Media or similar
  • Confident with numbers and intermediate user of excel to create spreadsheets and reports

If this role is of interest please apply now for your CV to be considered.