Team Manager
- Recruiter
- Sopra Steria Recruitment Limited
- Location
- Lancashire
- Salary
- 32000.00 GBP Annual + flexible benefits
- Posted
- 25 May 2015
- Closes
- 01 Jun 2015
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Team Manager
Manchester
Up to GBP32,000 plus flexible benefits
About this job
EXCLUSIVE OPPORTUNITY: Sopra Steria, European leader in digital transformation, provides one of the most comprehensive portfolios of end to end service offerings in the market: Consulting, Systems Integration, Software Development and Business Process Services. Sopra Steria is trusted by leading private and public organisations to deliver successful transformation programmes that address their most complex and critical business challenges. Combining high quality and performance services, added-value and innovation, Sopra Steria enables its clients to make the best use of information technology.
With 35,000 professionals in over 20 countries (of which over 5000 are based in the UK) and pro forma revenue of ???3.1 billion in 2013, this is a great time to join the organisation as you will be pivotal to our continued development and growth plans. We're offering you the opportunity to do more too - using your business skills and knowledge, and your creativity, to add more value than clients would traditionally expect.
Role overview
We are looking for a talented Team Manager to join Sopra Steria to work on an exciting new project. Working closely with the Service Manager, the successful candidate will manage day to day operations of the project, including managing SLA's, productivity, quality, customer satisfaction, team engagement, coaching and mentoring, training, performance management and other operational duties.
We are looking for candidates who possess the skills, knowledge and ability to perform and deliver without day to day supervision. They will possess the ability to solve problems with commercial judgment and are influential in customer relationships. Individuals will be required to have a detailed understanding of methods, systems and procedures. The work involves limited guidance and only general instructions from more senior colleagues. Therefore initiative and judgment are required to address and resolve daily problems.
Key Responsibilities
- Ensuring day to day delivery of services to the end customer (one which meets the contractual requirements), through efficient and effective management of assigned resources.
- Ensuring that the team consistently achieves agreed service standards through effective resource utilization and performance management.
- Providing clear leadership, direction and support to the team in achieving its required performance objectives and standards
- Leading and delivering change within their team
- Identifying performance development needs and issues in the team and its members, and takes the required steps to address these through coaching.
- Acting as the first point of contact for escalated calls and written correspondence. Works closely with the service manager to regularly review processes to improve efficiency and service delivery.
- Providing defined business services in accordance with agreed service levels, timescales and budgets.
- Achieving results and providing services to the client through a team of customer service officers to meet defined quality or efficiency standards or to ensure best practice advice is given.
- Monitoring customer satisfaction on a continuing basis and taking steps necessary to ensure that highest standards of customer satisfaction are achieved and maintained.
- Monitoring the quality of service within the team and conducts quality checks to ensure minimum service quality standards are met.
- Delivering training to new starters and identifying training needs of staff and ensures they possess right skills to do the job efficiently and effectively.
Essential Skills
- Experience of working in a call centre environment
- Able to lead and manage teams
- Expert understanding of relevant processes and systems
- Expert use of Word, PowerPoint, Excel
- Coaching and mentoring
- Ability to set and achieve performance targets
- Excellent interpersonal skills
- Ability to work to tight deadlines
About this Company
On offer is the opportunity to work for a European leader in digital transformation. The role comes with a competitive salary, the opportunity for further development and the potential for a wide and diverse career within Sopra Steria.
Sopra Steria is committed to establishing and maintaining a working environment which is free from discrimination and which values all employees as individuals. All employees and prospective employees are selected, recruited, trained and promoted solely on the basis of their skills and behaviour.