Telephony Team Manager

As a Telephony Team Manager at Barclays, you will provide hands-on leadership for a team of customer service advisors, ensuring high standards of service delivery. You’ll oversee day-to-day performance, managing resources, schedules, and workflow to meet SLAs and quality metrics. In this role, you will coach and develop team members, acting as an escalation point for complex issues and helping to drive performance improvements. You’ll need to exhibit strong leadership and communication skills, a customer-centric approach, and the ability to adapt to changing circumstances, you'll also need exceptional organizational abilities to manage multiple tasks and meet deadlines, while continuously driving your team’s growth and performance Additionally, you will collaborate with cross-functional teams, contribute to process improvements, and support ongoing change and project initiatives. This is an exciting opportunity for a driven leader to make a tangible impact on the customer service experience at Barclays.