Team Manager

Glasgow City Centre - £22k - £25k

Job Description

This position is responsible for the supervision of the Customer Service/Sales Advisors in a Call Centre environment. The incumbent is responsible for overall team performance to meet or exceed company goals and objectives.

Duties & Responsibilities

To act as a positive role model for the team and maintain a pro-active and flexible approach in a reactive environment whilst maintaining an approachable, professional manner by;

Motivating, leading and developing a team of up to 12 representatives on a day-to-day basis to ensure performance outputs meet service level agreements.
Interact with individual team members on a daily basis and provide coaching to deliver improved sales, call performance, attendance and quality statistics.
Act as mentor to develop and support the senior agents within the team, making sure that they have the career progression path that they desire.
Establishing and maintaining effective working partnerships both internally and externally to improve working practices and effectiveness.
Manage all call escalations and take full ownership until a satisfactory resolution has been reached.

Skills

Proven application of HR policies and practices relevant to people management
High-level interpersonal, verbal and written communication skills with the ability to adapt approach dependent upon the audience.
Proven planning, organisation, multi-tasking and delegation skills.
Problem solving capability.
Ability to coach and develop people in all areas of their role, including sales, service and quality.

Behaviours

Problem Solving
Customer Partnerships
Impact & Influence
Initiative
Drive for Excellence
Navigating Change
Teamwork & Collaboration

Experience & Education

Minimum 3 years people management experience gained within a contact centre environment, ideally within financial services sector.
Educated to GCSE level or equivalent
Certificate in Management would be advantageous but not essential

Working Hours

37.5 hours per week on a shift basis between Monday-Sunday from 8am to 10pm working 5 days out of seven.

Additional Information

Training
Compliance Training