Hours: Monday- Sunday between 8am-9pm. Rotational basis.

Start Date: ASAP

We have an exciting new position for an experienced Team Manager to join a busy retailer.

The role is Contact Centre based in the Knowsley area.

Experience:

Two or more years as a Team Manager within a contact centre is essential.

We are looking for reliable candidates with excellent communication and management skills.

Key Tasks:

• To lead by example and motivate your team.
• Maintain standards and achieve targets for all your teams’ performance.
• Perform monthly 1-2-1 reviews.
• Support team members and share knowledge.
• Take on additional tasks as and when required to support the business.
• Call Quality
• Weekly Stats
• Attend weekly management meeting.
• Key holder responsibilities
• Highlighting areas required for support.
• Training and developing team members, using various methods to achieve this.
• Absence Management – conduct attendance improvement/capability meetings.
• Conduct Investigations in a timely manner.
• Conduct disciplinary hearings.
• Performance discussions and feedback to colleagues (Positive and Development). Unsuccessful Impact document when required.
• Manage Performance through a Performance Improvement Plan if appropriate.

Key Performance Indicators:

• Consistently support and manage staff positively, so they achieve their KPI’s
• Keep within agreed absence levels
• Maintain excellent punctuality

Work Standards:

• An excellent and approachable manner when dealing with both internal staff and external customers
• Possess excellent keyboard skills
• Reach and maintain your potential through continuous development
• Achieve and try to exceed all KPI’s
• Observe and work within company and industry guidelines (DPA, Company Information Policies etc.)
• Maintain the standards (dress, housekeeping rules, security procedures)

Keywords: customer service team leader, customer service team manager, customer service supervisor, team manager, team leader, contact centre team manager