Customer Service Team Manager

Hinduja Global Solutions UK Ltd ,
Preston, Lancashire
More Details
Job Type: Full-time
Salary: £23,500 per annum

Overview

HGS is a leader in providing cutting edge customer experience management services. HGS expertise spans the telecommunications, retail, consumer goods, media, healthcare, insurance, banking, consumer electronics and technology. HGS operates on a global presence with 44,000 employees in 7 worldwide locations. We are looking for someone who has previous team management experience within a Contact Centre or an outsourcing environment. You must be confident in making decisions and the ability to develop and coach your team with strong people management skills as well as a strategic and analytical mind. Customer Service Team Manager Hours : Day/Night Shifts available Night Shift Hours : 10PM to 10AM shift - 4 days on 4 days off Day Shift Hours: Normal working hours Monday - Friday. Location : Preston, PR2 Salary : £23,500 Excellent Benefits. Night Shift Allowance for those on this shift pattern. Employment Status : Full time, Permanent. Purpose : We are currently in search of a Team Manager. Our Team Managers are a pretty focused bunch of people. They also play an integral role in the supervision and development of our agents. If you are looking for a new and exciting challenge, in an engaged yet fun and professional environment: THIS IS THE PLACE We are looking for an individual who has previous team management experience within a Contact Centre or an outsourcing environment. You must be confident in making decisions and have effective people management skills as well as a strategic and analytical mind. About the role : Due to growth we have an opportunity for a Customer Service Team Manager. The role of Team Manager is responsible for the day-to-day management of a team of contact centre agents. The Team Manager provides direction, instruction, and guidance to the agents, ensuring each member of the team is performing in line with targets that are set in the client contract. The Team Manager supports the team through regular coaching and positive performance management. The role of Team Manager is also responsible for ensuring that HGS standards are upheld at all times. Principle responsibilities include : Service Delivery - Working with wider teams to achieve successful delivery of services. Quality & Customer Satisfaction - Providing coaching and support to the team to achieve the levels required. Client relationship (Working with the Senior Managers to build and maintain positive professional relationships. Communication, Reporting & Administration - Maintain an organised approach and remain aware of the important statistical data for the team; ensure data is continuously monitored for accuracy. Commercial & Risk Management - Maintain a working knowledge of contractual deliverables and commercial drivers relevant to your team activity. Managerial - Provide inspiration to the team; ensure the team is motivated and encouraged to deliver great outcomes and empowered to achieve their goals and objectives. Qualities and Qualifications : • Attention to detail/ Quality Orientation • Great communication skills • Customer & Service focused • Is energetic and enthusiastic • Works to consistently exceed objectives • Has Industry, Organisation and Job specific knowledge • Can take the initiative and provide ideas for improvements • Can take responsibility for their own actions • Forward plans, assessing workload around allocation and availability of resource • Is resilient to internal pressures but can motivate themselves and their team members • Focuses on and is aware of team morale at all times In return for your time and hard work we have : - A Gym Onsite - Onsite Parking - Great Company Benefits inc: Perkbox If you’re looking for your next big career move, a place where you can build a home, continue to invest in your professional development, call your colleagues your friends, this is the place for you

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