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As a Team Manager, our people are your customers. You play a pivotal part in putting your team first and inspiring them to be great. We advocate a People First approach throughout our business with Customer Service as our area of expertise. In our busy contact centre you will relish the opportunity to learn and develop your skills further by working collaboratively with colleagues, other departments and our Clients.
Job Responsibility:
Lead and coach a team to meet and exceed business objectives
Follow a process of continuous review and proactive management of absenteeism and attrition
Continually review and monitor work performance of all Advisors against agreed KPI’s
Ensure Advisors are recognized and rewarded for outstanding achievements/performance
Facilitate a culture of open and honest two-way communication
Ensure action from employee satisfaction surveys are implemented and continuously reviewed
Coach, develop and motivate Advisors
Ensure appropriate actions are taken to improve client satisfaction survey scores
Requirements:
Passion for management and customer service
Confident and experienced leader
Great problem solving skills
Self-assured competent manager
Experience in delivering effective HR solutions
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