Contact Centre Team Manager

Connect Distribution Services Limited ,
Birmingham, West Midlands
More Details

Overview

Job Description

Description Position at Connect Distribution Services Limited Here at Connect Distribution, our aim is to be the first choice for home appliance after sales service, spare parts and accessories. With fifty years' experience behind us we are the largest independent home appliance and spare parts distribution organisation within the UK working with a number of household brands including Dyson, Whirlpool, Hotpoint, Hoover and Bosch to name a few! We have an exciting opportunity for a Team Manager to join our fast paced Contact Centre. As a Team Manager, the role will involve * To lead, manage, coach and motivate a team of advisors in a busy and fast paced contact centre * Managing team performance to ensure professional customer service is maintained at all times * Setting and meeting performance targets for service levels, efficiency, sales and quality * Ensuring quality and productivity targets are met through monitoring of KPIs and performance * Analysing performance data and information to drive KPI improvements * Forecasting and analysing MI against budget figures on a weekly and/or monthly basis * Monitoring calls to improve quality, minimise errors and track advisor performance * Coach and develop team to ensure KPI's are met as a minimum and customer experience is first class * Identifying opportunities for continuous improvements * Day to day management of team, including performance and absence management * Attending and conducting team briefs and training sessions * Conducting one to ones and reviews with team members * Motivating your team through a culture of collaboration, engagement and fun As a Team Manager you will need: * Experience of managing a team within a sales and service contact centre * Experience in managing multimedia solutions to deliver the right customer experience * Proven track record of achieving targets through building high performing teams * A passion about people development and coaching, proven experience in team management and call monitoring * Ability to work well under pressure * Strong communication skills, both written and verbal * Decision making and problem solving skills * Excellent planning and organisational skills * Experience within a busy contact centre environment What we offer: * 33 days annual leave (including bank holidays) * Free onsite parking * Pension scheme * Access to over 250 discounts including high street and online shopping, travel, technology, entertainment, food and drink and many more via Perkbox * Potential to win access to Football tickets for Birmingham City home games * Staff discounts on all products Job Type: Full Time Contact Centre Opening hours: Monday - Friday 08:00 - 18:00 Saturday 09:00 - 16:00 Sunday 11:00 - 15:00

People also viewed