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Newcastle upon Tyne

    Team Manager - Newcastle upon Tyne, United Kingdom - Sitel

    Sitel
    Sitel Newcastle upon Tyne, United Kingdom

    1 week ago

    Default job background
    Full time
    Description

    Job Summary

    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 for 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.

    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.

    What you need to Know

    Contract: Full time permanent, 37.5 hours per week.

    Operational hours:

    08:00-20:00 Monday to Friday,

    09:00 - 19:00 Saturday

    10:00 - 18:30 Sunday

    Pay - £24,000 - £25,000 per year plus bonus

    Start date - Immediate or to earliest convenience

    Primary Job 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 recognised 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.

    What we need from you

    · Evidence of effective interpersonal, coaching and leadership/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.

    Benefits

  • Casual dress
  • Company events
  • Company pension
  • Employee discount
  • Free parking
  • Health & wellbeing programme
  • On-site parking
  • Sick pay

    • Wagestream

    All employees get access to this money management app gives you access to a toolkit of services built around your pay. It can help you to:

  • Use Flexible pay to choose when to get paid throughout the month.
  • Track your shifts, earnings and spending in one place.
  • Build a rainy day pot to reduce financial stress and reward yourself in the future.
  • A Benefits checker to calculate what government support you could be missing out on.
  • Chat to a Financial Coach to get expert guidance about your money.
  • Get discounts on your shopping with Vouchers.

    • Location

    Q4, Quorum Park, Benton Lane, NE12 8EZ

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