Team Manager


A fantastic new opportunity has become available working for a leading Global Outsourcing organisation as a Contact Centre Team Manager.

This is a full time, permanent position where you will be responsible for leading, developing and coaching 2-4 Team Leaders who will each have a team of 12 of which provide first class service to their customers, across various contact channels including inbound calls, email, web chat and social media.

Within this role, you will have the opportunity to build a career in a company with a world-wide reputation and ground breaking digital solutions.

Your key responsibilities will include:

  • Lead and motivate your team to achieve performance and behavioural excellence, creating a strong team culture through inspirational and creative leadership
  • Monitoring, reviewing and reporting on employee and team performance to achieve maximum quality and service delivery
  • Identify and address any staff training needs
  • Provide counsel where there are performance or conduct issues
  • Ensure all agents have knowledge, skills and equipment required to carry out their function effectively and efficiently
  • Participate in the recruitment of staff to your team
  • Development, implement and monitor employee work schedules
  • Provide a resolution for any escalations which occur in line with agreed procedures
  • Ensure client satisfaction on quality and service levels
  • Conduct meetings with Team Leaders to ensure effective communication of all company objectives
  • Ensure department is fully staffed for call volume levels
  • Organise coaching and training for all staff members
  • Be responsible for embedding a positive working culture that empowers the team to deliver outstanding customer service
  • Continually developing your own skills, knowledge and learning in customer management technology, best practice and personnel management
  • Lead in the implementing of a risk management approach to all decision making and customer interactions

To be considered for this opportunity, our client required individual who offers the following background:

  • Strong experience managing a team of 10-15 individuals within an inbound contact centre
  • Experience gained within a fast-moving contact centre environment
  • Knowledge of legislative, regulatory and compliance requirements
  • Ability to foster cross functional relationships with other teams and departments
  • Excellent communication and interpersonal skills
  • Coaching and Development experience
  • Strong operational experience

Working hours - 40hrs per week, flexibility will be required around evening and weekends

Benefits include:

  • £24k per year salary
  • Generous holiday allowance
  • Ongoing training & development
  • Further career opportunities
  • Monthly incentive prizes
  • Pension
  • Healthcare
  • Discounts to various retailers and tourist attractions
  • Optical support
  • Free onsite parking
  • Free hot beverages
  • RAC discounts and SO MUCH MORE!

Next Steps

For further information, please apply.

To keep up to date with current opportunities within the Call & Contact Centre sector, be sure to follow @FPSGCustService on Twitter and the FPSG page on LinkedIn.

Equal Opportunities

FPSG is committed to equal opportunities regardless of gender, race, disability, sexual orientation, religion or belief and age.

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