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Team Manager - Call Centre

Job Title: Team Manager - Call Centre
Contract Type: Permanent
Location: London, England
Industry:
Salary: £30000 - £32000 per annum + commission
Start Date: ASAP negotiable
REF: 87208346726518_1518198864
Contact Name: Ngaire Wallace
Contact Email: cv@projectrecruit.com
Job Published: 9 months ago

Job Description

Team Manager - Call Centre

Our client's busy, London based call centre is expanding and seeking a motivated and commercially astute Team Manager to join the wider contact centre team, driving the team sales and customer service delivery.

A competitive salary package and bonus scheme will be offered to the successful candidate, along with the opportunity to make a mark in a growing area.

The role:

  • Overseeing a medium-sized team of call centre agents
  • Providing nurturing, coaching and leadership to encourage agents to reach their full potential
  • Motivational support and target setting to ensure the team reaches sales goals
  • Delivering team training on new products and to upskill lower-performing individuals where required
  • Monitoring live chat, emails, inbound and outbound calls to ensure an excellent customer experience is delivered
  • Handling any minor disciplinary situations or conflicts within the team
  • Reporting on call times, targets and SLAs and providing feedback to the business
  • Working collaboratively alongside other Team Managers and senior staff to achieve business objectives.

Skills and experience required

  • Experience of managing a Sales team with a customer service focus within a contact centre environment
  • Commercial awareness and business-minded
  • Demonstrable leadership and coaching experience - knowledge of training sales techniques and new product campaigns would be ideal
  • Experience of making outbound calls and meeting own sales targets essential
  • Able to drive a team to deliver a superb level of customer service, and genuine drive to achieve the highest level of customer satisfaction
  • Strong degree of initiative, able to improve processes and bring new techniques to the business, generates ideas, creative thinker
  • Experience of handling escalations and complaints
  • Financial services or retail experience would be an advantage