Customer Service Team Manager - Leicester, United Kingdom - Optima UK Inc Ltd

Optima UK Inc Ltd

Verified Company

Leicester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

Job Title Customer Service Team Manager

Location 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