Team Manager
England, West Midlands, Coventry - £22,000 per annum
Posted: 17/04/15
Description:
Our established client based in the Stoke area of Coventry are looking to recruit 2 x Contact Centre Supervisors for their prestigious contact centre site.
Roles are permanent and will report into the Contact Centre Manager.
Hours: Flexible Shifts to cover Mon- Fr: - 8am - 7:30pm with every other Sat 8:30am - 12:30pm
Job Description
* To monitor performance of all agents conducting Inbound & Outbound calls
* To ensure that they key reports on performance are tracked and monitored during the day and to drive the team to hit the daily targets
* To provide accurate monthly reports that can be used by senior management
* To ensure that team statistics are accurately reported and communicated to all team members (bookings/Telephony /productivity etc…)
* To prioritise work tasks for the agents
* To co-ordinate staff rotas/holidays as required, to ensure adequate cover is available at all times
* To act as an ambassador for the client
* To performance manage effectively
* To coach effectively
* To support the contact centre manager as required
Benefits
* Flexible working hours
* 22 days holiday plus 8 bank holidays
* Contributory Pension Scheme
* Health Cash Plan
* Working within a prestigious vehicle manufacturer premises
* Career progression actively supported
* Free on-site car parking
* Staff canteen
Key Accountabilities
* To rigorously track the call system data to ensure that staff/teams are meeting the required daily targets
* To benchmark teams against each other in order to drive up the performance & standards delivered
* To track efficiency/productivity of each team member to be used to identify individual training needs
* To coach/mentor staff to improve performance, as required by the contact centre manager
* To work in conjunction with Manager on recruitment/induction/training
* To act in conjunction with the team leaders to ensure that processes are adhered to
Key Skills/Experience
* Strong analytical skills
* Good PC, numeracy, literacy and telephone skills
* Demonstrate a flexible approach to changes in the working practices and procedures
* Attention to detail
* Ability to build rapport
* Coaching of staff
* Good communication skills
* Team Leader
****Must have previous experience gained within an after sales or call centre environment and have a friendly and professional personality to match***