Contact Centre Team Manager
Shift work
£31,200
My client is seeking an experienced Contact Centre Team Manager to manage the running of their multi-client customer service centre. As the Contact Centre Team Manager, you will be responsible for overseeing the service provided across multiple customer contact channels and activities.
Role Profile
The Contact Centre Team Manager will provide leadership, direction and management to the Shift Managers and Agents in order to deliver service excellence, contractual service level agreements and operational metrics. Your key focus will be to deliver a speed of service in a cost-efficient manner whilst not compromising the quality.
Key Responsibilities
1. Liaise with the Head of Connect at weekly Performance and Management meetings.
2. Manage a team of agents, including 1 x 1-1 with each agent per month.
3. Call Quality Analysis x 2 calls per month, per agent.
4. First line complaint management.
5. Improve Pinnacle Connect productivity and performance.
6. Continuous improvement and efficiencies within the Connect service.
7. Ensure that the business meets relevant KPIs.
8. Identify issues or trends and suggest possible remedial actions.
9. Deal with any Connect finances issues such as payment of invoices.
10. Client reports and stats, together with atte...