Senior Team Manager
Working for a leading organisation, to develop and motivate a team of Consultants to support the operation of an efficient, energetic and client centric contact centre. Candidates must possess previous Team Leader experience, outbound customer service or sales and market research is strongly desired.
If successful you will be accountable for the success of adhoc outbound campaigns and management of the Outbound Team Leader as required to implement strategies within the contact centre to support delivery of excellent service to customers. Ensuring all campaign and contractual KPI’s SLA’s are achieved. That adequate staffing levels are maintained at all times and working with workforce planning to effectively forecast staffing requirements. To ensure that service delivery is continuously improved to meet the needs of the customers. Support Monthly and Quarterly business reviews with clients and senior management team. To maintain an environment where staff is committed to high standards of customer service and seek to enhance this. Providing control over quality and quantity of contact centre activities through regular monitoring and measurement including adherence to service standards and utilising resources in the most efficient manner.
Skills required for the role include:
· Proven experience in a Team Manager role
· Proven experience of managing teams within in a contact centre environment
· Experience within an Outsourced environment
· Experience within Inbound and Outbound Customer Service and Market Research
· Experience in international team management / management of multilingual teams
· Fluent in English plus one other language
· Experience in the automotive industry
· Proven experience of responsibility for staff management, including performance issues, sickness monitoring, appraisals, staff development
· Ability to communicate effectively and professionally with internal and external contacts and create collaboration opportunities
· Must be flexible in working hours, in order to meet the needs of the organisation
· Full, current Driving Licence
If you believe you have the skills suitable for this position please apply below. If you do not hear back within 48 hours you have not been successful.
Leave a Reply
You must be logged in to post a comment.