01Overview
Work closely with the team, motivating and coaching them
Hosting 1-2-1 s and team meetings
Keeping up to date with business development and new product lines
Reporting to the Customer Service Manager
Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
Ensure training and development plans are maintained for all team members
Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
Manage the fair and consistent application of performance management and disciplinary measures as necessary
Support the Operations Manager to highlight operational risks and areas for improvement
Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction
Support the Head of Sales to deliver business targets and objectives and create a performance orientated culture
Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
Work with the management team to identify and deliver positive change and business efficiencies
Deliver the allocated part of the operation within agreed budgets, service levels and business targets
Escalate any appropriate problems to senior management
Support the Senior Manager to highlight operational risks and areas for improvement
Required Skills and Experience:
Team management experience
Coaching and communication skills
Minimum of 2 years experience within a contact centre environment as a Team Manager
Experience within customer services
Excellent leadership and communication skills
Strong coaching and people-development skills through call listening, quality feedback, etc.
Ability to deal with demanding customers and escalations
Energetic and motivating individual
Creative thinking .
