Team Manager

Sitel Group; Exeter; On-site; GBP 27,000; Full time

Job summary

A leading customer service organization in Exeter is seeking a Team Manager to lead and coach a dedicated team. This role emphasizes effective management, with a focus on encouraging personal development and delivering exceptional customer service. Candidates should possess strong interpersonal skills and experience in a call centre environment. Responsibilities include monitoring performance metrics, addressing absenteeism, and fostering a positive team culture. This permanent position offers a salary of £26,349 and a supportive working atmosphere.

Qualifications

• 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.

Responsibilities

• Lead and coach a team to meet and exceed business objectives.
• Review and monitor work performance against agreed KPIs.
• Ensure Advisors are recognized for outstanding achievements.

Skills

Coaching skills

Communication skills

Problem-solving skills

Interpersonal skills

Performance management

Client management

Job description

Team Manager – Customer Services

Salary and benefits – £26,349

Location – Exeter

Working Pattern – 37.5 Hours per week between Monday – Sunday 08:00 – 20:00 (working 1 weekend in 4)

Contract Type – Permanent

Travel Required: Occasional visits to the client site (Around 1 in every 3 months)

Why work for Foundever?

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.

About you.

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.Key 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.

Your Profile & Experience.

• 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.

Apply Now

If this really interests you and you are attracted to pushing yourself to a rewarding career, then please apply now and our Recruitment Team will be more than happy to speak with you.

[ever] creative. [ever] committed. [ever] connected.