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- Last updated: Friday, 21 October
- Adoos Reference: 92052
- Location:
North West
Description
Description of duties - Ensuring the smooth operation of a team of up to 10 customer service advisors
- Coaching and developing team members
- Ensuring Service Level Agreements are met and customer service is of a high standard on every call
- Managing any performance issues
Job description Due to continued growth in customer numbers and the planned opening of our second Contact Centre in Birchwood we are seeking to strengthen our Team Manager population. We are recruiting for both our landline (TalkTalk) are and also Networks (Vodafone & O2).
ROLE OBJECTIVES
To ensure the smooth operation of the team on a daily basis, ensuring contact centre service levels are achieved whilst maintaining high levels of quality on every call.
To manage and motivate your team to provide a first class service to all our customers and the stores whilst ensuring targets relating to call response times are met. The jobholder will be expected to take ownership for resolving day-to-day team issues, reporting a solution (as appropriate) to their Call Centre Manager.
Ensuring adherence to schedule of all team members whilst providing support and assistance for team members to help in developing their skills and knowledge and identifying their training requirements. This must include regular coaching and training on new and existing issues.
THE PERSON
To be considered you must have proven leadership ability, excellent customer and communication skills and the desire to succeed in a fun and challenging environment.