Team Manager

Sitel; Exeter; On-site; GBP 60,000 - 80,000; Full time

Job summary

A customer service firm based in Exeter is looking for a dedicated Team Leader to oversee daily operations in a call centre environment. This role involves leading and coaching a team to achieve financial and quality metrics while fostering a culture of communication and recognition. The ideal candidate will have experience in managing customer service teams, strong problem-solving skills, and a passion for team development. Apply now to help create exceptional customer experiences in a fast-paced setting.

Qualifications

• Evidence of effective interpersonal, coaching/supervisory skills.
• Previous experience working in a call centre environment is essential.
• Excellent telephone, computer, verbal and written communication skills.

Responsibilities

• Lead and coach a team to exceed business objectives.
• Manage absenteeism and attrition of Advisors.
• Monitor performance against agreed KPIs.

Skills

Interpersonal skills

Coaching/supervisory skills

Communication skills

Problem-solving skills

Performance management

Client/customer management

Job description

Overview

We want a dedicated and people-focused Team Leader to ensure the seamless execution of daily operations. If you have a passion for people management and a commitment to delivering exceptional customer service, we encourage you to read further and apply. Your working life is how you spend a large proportion of your time. Why not spend it realising your potential. We focus on you and, with your drive, look to create your best moments. What you'll be doing. As a Team Manager, our people are your customers. You play a pivotal part in putting your team first and inspiring them to be great. We advocate a People First approach throughout our business with Customer Service as our area of expertise. In our busy contact centre you will relish the opportunity to learn and develop your skills further by working collaboratively with colleagues, other departments and our Clients.

Responsibilities

• Lead and coach a team to meet and exceed business objectives, ensuring that financial, operational and quality metrics are consistently achieved.
• Follow a process of continuous review and proactive management of absenteeism and attrition for all Advisors.
• Continually review and monitor work performance of all Advisors against agreed KPI's.
• Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
• Facilitate a culture of open and honest two-way communication with all team members.
• Ensure action from employee satisfaction surveys are implemented and continuously reviewed.
• Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job.

Ensure appropriate actions are taken to improve client satisfaction survey scores.

It is essential you have passion for management and customer service in order to create an environment for success through regular coaching, engaging and motivating your team.

It is also important that you are a confident and experienced leader, with great problem solving skills that can effectively deliver in a fast paced and changeable environment. You will be a self-assured competent manager with experience in delivering effective HR solutions, from return to works to disciplinary procedures. By leading the way you will develop your team's skills and confidence in order for them to build brand loyalty by taking ownership of customer queries and providing consistently positive solutions.

Qualifications / Requirements

• Evidence of effective interpersonal, coaching/supervisory skills.
• Previous experience working in a call centre environment is essential.
• Excellent telephone, computer/keyboard, verbal and written communication skills.
• Good numeric and verbal reasoning skills.
• Effective problem-solving skills.
• Performance Management skills.
• Client/customer management skills.
• A clear criminal background check.