Details:
This organisation is looking for a talented people manager who will lead a team of customer service agents to ensure a high level of customer service excellence is delivered.
This role will involve day to day management but will provide you with excellent operational exposure as you will be working very closely with senior management around change initiatives.
Key Skills / Experience required:
• Minimum 3 years management experience within a contact centre
• Performance & behaviour management experience
• Through and through CS experience within an inbound/outbound environment
Key Responsibilities:
• Ongoing management of circa 15FTE Customer Service agents
• Managing individuals and groups through change processes as required
• Keeping up to date with and introducing call centre methodologies
• Ensure that your team are providing excellent customer service continuously
• Propose, implement & develop call centre polices and processes
• Development and continuous review of feedback & complaints procedure for customers
• Call monitoring and providing constructive feedback on a daily basis
• Completion of TNA and ongoing development of your team
• Identify and implement continuous improvement throughout the call centre and your team
• Identify and deliver effective coaching, feedback & customer service techniques
• Liaising with other managers within the business to ensure a joined up approach
Package:
23k + bens
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Edwards