POSITION: Team Manager (Call Centre)

LOCATION: Manchester City Centre

HOURS: Monday - Friday between 08:00 and 20:00 (37.5 hours)

SALARY: £21,114 to £24,294

REF: ST/TM901

Job Specification:

The primary function of this role is to lead a team of Home Working Customer Service Representatives (CSRs), overseeing their quality, training and development.

It is expected that the role holder will supervise day-to-day delivery of specified services, monitoring performance at all levels including Customer Service Representative (CSRs) outputs, all KPIs (including efficiency, effectiveness & contractual SLAs) and service outcomes. The role holder will be expected to use all available reporting tools to measure and monitor performance of CSRs and the service generally.

In addition, the role holder will be expected to maximise Customer Service Representatives (CSRs) outputs to make the best use of client budget and to support the Operations Manager in being an additional point of contact for our clients.

Role Essentials:

Deliver an efficient and effective service for the end customer and our client.

Manage a team of CSRs including sickness and attendance and performance management at an individual and team basis.

Continuous monitoring of agent activity to ensure maximum productivity is achieved.

Ensure services are managed to meet KPI standards in all areas on a strategic and daily real time basis, including but not exclusively AVHT, time to answer, wrap, break adherence, lateness and training targets.

Coach and development of advisers in line with Customer Service Quality Framework and KPIs.

Manage customer complaints quickly and effectively.

Deliver training to new starters and existing employees as identified by need.

Essential Technical Professional Skills:

Experience of working in a call centre

Experience of handling customer contacts and resolving customer enquires

Ability to communicate both verbally and written

Ability to lead and work as part of a team, support colleagues and promote excellent team spirit

Ability to plan and organise time and tasks effectively

Expertise in the use of a PC with experience of using office automation tools such as outlook, word,

excel

Numeracy skills

Must pass appropriate clearance for the role

Must meet the training and development requirements of the job role

Performance focused with a desire to deliver an excellent customer service

A desire and commitment to achieving results and targets

For more information, email your CV to laura.prendergast@hrgo.co.uk, blake.heys@hrgo.co.uk or sara.obrien@hrgo.co.uk and an informal conversation can be arranged followed by an interview with our client.