Contact Centre Team Manager - Fintech

• Lead and coach a team to meet and exceed business objectives, ensuring that financial, operational and quality metrics are consistently achieved
• Follow a process of continuous review and proactive management of absenteeism and attrition for all Advisors
• Continually review and monitor work performance of all Advisors against agreed KPI’s
• Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values
• Facilitate a culture of open and honest two-way communication with all team members
• Ensure action from employee satisfaction surveys are implemented and continuously reviewed
• Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job
• Ensure appropriate actions are taken to improve client satisfaction survey scores

• Minimum 1 year experience in a Team Manager/Supervisor role, ideally within a contact centre (Essential)
• Evidence of effective interpersonal, coaching/supervisory skills
• Previous experience working in a call centre environment is essential
• Excellent telephone, computer/keyboard, verbal and written communication skills
• Good numeric and verbal reasoning skills
• Effective problem-solving skills
• Performance Management skills
• Client/customer management skills

10% monthly bonus