Team Manager

Sitel Corp.; Stratford-upon-Avon; On-site; GBP 30,000 - 45,000; Full time

Job summary

A prominent customer service company in Stratford-upon-Avon seeks a Team Manager to lead a dynamic team. You will inspire your team to achieve excellence in customer service while fostering a supportive and engaging environment. Candidates should possess strong leadership and problem-solving skills along with a proven track record in a call center. This full-time role involves rotating shifts, focusing on employee development and operational excellence.

Benefits

Access to salary advance scheme

Award-winning culture

Real progression opportunities

Qualifications

• Passion for management and customer service.
• Experience in a call centre environment.
• Ability to coach and develop team members.

Responsibilities

• Lead and coach a team to meet business objectives.
• Manage absenteeism and attrition effectively.
• Monitor work performance against KPIs.
• Recognize and reward outstanding achievements.
• Facilitate two-way communication with team members.

Skills

Interpersonal skills

Coaching skills

Communication skills

Problem-solving skills

Performance management skills

Job description

Benefits: Access to Stream - our salary advance scheme, award-winning culture, and real progression opportunities!

Contract Type: Permanent, 37.5 hours per week (full-time)

Working Pattern: Monday to Sunday, rotating shifts between 9am and 6:30am (minimum 2 overnight shifts per week). Weekend working required on a 1-in-3 rotation.

Typical Shift Times:

• 11am to 7:30pm
• 1pm to 9:30pm
• 4pm to 1:30am
• 9pm to 6:30am (overnight)
• Weekends: 9am to 5:30pm or 10am to 6:30pm

THE MISSION

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 AND EXPERIENCE

• Leadership: Evidence of effective interpersonal, coaching/supervisory skills.
• Expertise: Previous experience working in a call centre environment is essential.
• Communication skills: Excellent telephone, computer/keyboard, verbal and written communication skills.
• Ability: Good numeric and verbal reasoning skills.
• Critical thinking: Effective problem-solving skills.
• Employee performance: Performance Management skills.

WHO ARE WE?

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Apply Now! We look forward to reviewing your application.

Foundever® is an equal opportunity and Disability Confident employer. We value our diversity and we’re committed to making our business a truly inclusive place to work. We recognise and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.

If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you. You can reach us at [e-mail]. Please note this email address may not be used to submit applications, and applications will only be considered if they are submitted via the 'Apply now' button on this advert. Any applications sent to this email address will not be considered.

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever®, and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by UK legislation and then destroyed.

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