Team Manager
- Recruiter
- Confidential
- Location
- Sunderland
- Salary
- 24000.00 - 25000.00 GBP Annual
- Posted
- 17 Jun 2021
- Closes
- 15 Jul 2021
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
CCA are working with a huge client and are looking for the perfect candidate to join their business and busy contact centre!
Location - Sunderland/on site
Salary - 26k
Start dates - June and July
40 hour contract
Flexible rotation
Training and onboarding with your team
Are you the right person to join our client and be a leader to a team of customer agents who will be providing excellent customer service and financial advise to their customers?
Do you have a background on financial services and contact centre management.
Responsibilities
Manage the performance of the team and individual members through;
Regular coaching, call monitoring and feedback
Completion of one to one reviews
Delivery of regular team meetings and daily briefs
Ensuring all individual team members have a complete understanding of KPIs, goals and objectives
Ensuring personal development plans are in place for each advisor
Rewarding good performance
Addressing under performance in a timely and appropriate manner through improvement plans and/or disciplinary procedures (in conduction with HR)
Analysing and action upon Employee Engagement feedback to maximise team productivity and motivation and minimise absence and attrition
Analyse, interpret, present and act upon complex data maximising MI reporting systems to proactively drive and achieve team targets.
Handle customer calls and complaints escalated from advisors, ensuring superior customer experience is achieved.
Proactively contribute to the review and improvement of systems, processes and procedures within the department.
Keep fully up to date with technical knowledge, processes and procedures relating to the project.
Responsibilities:
Essential
Outbound and/or inbound contact centre team management.
Effective leadership through team building and development.
KPI management and proven track record of achievement.
Leadership qualities and behaviours which maximise employee engagement.Preferred
Understanding of contact centre planning, reporting and real time delivery functions.
Previous exposure to Client relationships.
Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, your personal data will be held on our secure internal CRM system for a maximum period of 24 months. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 24 months inactivity your CV will be deleted permanently from our database
Location - Sunderland/on site
Salary - 26k
Start dates - June and July
40 hour contract
Flexible rotation
Training and onboarding with your team
Are you the right person to join our client and be a leader to a team of customer agents who will be providing excellent customer service and financial advise to their customers?
Do you have a background on financial services and contact centre management.
Responsibilities
Manage the performance of the team and individual members through;
Regular coaching, call monitoring and feedback
Completion of one to one reviews
Delivery of regular team meetings and daily briefs
Ensuring all individual team members have a complete understanding of KPIs, goals and objectives
Ensuring personal development plans are in place for each advisor
Rewarding good performance
Addressing under performance in a timely and appropriate manner through improvement plans and/or disciplinary procedures (in conduction with HR)
Analysing and action upon Employee Engagement feedback to maximise team productivity and motivation and minimise absence and attrition
Analyse, interpret, present and act upon complex data maximising MI reporting systems to proactively drive and achieve team targets.
Handle customer calls and complaints escalated from advisors, ensuring superior customer experience is achieved.
Proactively contribute to the review and improvement of systems, processes and procedures within the department.
Keep fully up to date with technical knowledge, processes and procedures relating to the project.
Responsibilities:
Essential
Outbound and/or inbound contact centre team management.
Effective leadership through team building and development.
KPI management and proven track record of achievement.
Leadership qualities and behaviours which maximise employee engagement.Preferred
Understanding of contact centre planning, reporting and real time delivery functions.
Previous exposure to Client relationships.
Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, your personal data will be held on our secure internal CRM system for a maximum period of 24 months. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 24 months inactivity your CV will be deleted permanently from our database