Customer Service Team Manager - Leicester, United Kingdom - Optima UK Inc Ltd
Description
Job Title Customer Service Team ManagerLocation Leicester
Salary £33K Per Annum + Monthly Bonus
6 Month FTC
The Role
- Use performance data to identify areas for improvement, diagnose root causes of underperformance & customer impacting, and identify actions to improve customer experience and KPI delivery within your team
- Drive a highperformance culture within your team and peer group, through role modelling, effective performance management & coaching
- Ensure the team is kept up to date through regular communication. Communicating clearly and concisely, tailoring messages appropriately. Validating that messages have landed as intended
- Work in partnership with our People Team to effectively carry out meetings in alignment with documented people processes when necessary
- Conduct and effectively document all monthly and annual performance reviews with your team
- Act as an escalation point for your team on customer issues with the aim to empower your team in order to resolve first time
- Have strong organisation & time management skills, prioritising tasks and completing within agreed timelines
- Identify key talent within your team, supporting them in their development and progression, using tools available and thinking creatively. Empower others to own their own performance to create selfmanaging teams
- Recognise high performance and retaining great talent. Inspire, motivate and develop people to deliver amazing customer experiences
- Proven track record in leadership of a customer service team. You will form an important part of the contact centre leadership team and lead and manage a team of 1214 customer service advisors
- Knowledge of call centre systems and technology
- Demonstrable experience of leading high performing teams, driving sustainable performance
- Strong coaching skills with a proven record of using these skills to deliver quantifiable performance and behavioural change within a team. This will be very much at the heart of the role
- Experience of working under pressure in a fastpaced environment
- A strong team player who understands the importance of becoming an effective member of a cohesive management team
- An individual who is selfaware and understands where their strengths and development areas lie and is open and willing to work on feedback in order to become a more effective leader
- Great communication skills ability to communicate effectively at all levels to both enthuse and motivate, but also deliver straight messages where required
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