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For Companies At a Glance
- Tasks: Lead and develop a dynamic contact centre team to enhance performance and productivity.
- Company: Join a fast-growing FMCG company transforming consumer engagement worldwide.
- Benefits: Enjoy opportunities for personal growth, training, and a vibrant work culture.
- Why this job: Be part of a purpose-driven organisation making a real impact on customer experiences.
- Qualifications: Experience in managing a contact centre team is essential; Microsoft Office skills required.
- Other info: This role offers a chance to shape team success in a supportive environment.
The predicted salary is between 36000 - 60000 £ per year.
We are currently recruiting for a high-growth company within the FMCG sector for the role of Contact Centre Team Manager. This is a fantastic opportunity to join a purpose-driven organisation that delivers engaging products to millions of customers across the globe. With a broad retail presence, the organisation is transforming how consumers engage with quick-purchase products at the point of sale.
What you’ll be doing:
- Lead performance management for all team members by developing personalised Development Plans and aligning coaching, learning, and training opportunities with individual growth styles.
- Proactively address and manage underperformance with consistency, ensuring accountability and continuous improvement.
- Oversee and refine operational procedures and daily workflows to enhance team productivity and operational effectiveness.
- Ensure all personnel responsibilities are completed in full compliance with company policies and standards.
- Monitor and track team activities in real time to maintain transparency, alignment, and performance visibility.
Main Skills/Requirements:
- Experience managing an inbound contact centre/customer service team is essential.
- Proficient in utilising Microsoft Office tools and software.
- Familiarity with customer relationship management systems.
Contact Centre Team Manager employer: Addition+
Contact Detail:
Addition+ Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Manager
✨Tip Number 1
Familiarise yourself with the FMCG sector and the specific challenges it faces. Understanding the industry will help you demonstrate your knowledge during interviews and show how you can contribute to the company's goals.
✨Tip Number 2
Highlight your experience in managing contact centre teams by preparing specific examples of how you've improved performance or handled underperformance in the past. This will showcase your leadership skills and ability to drive results.
✨Tip Number 3
Brush up on your Microsoft Office skills, especially Excel and PowerPoint. Being proficient in these tools will not only help you in daily tasks but also impress your potential employers during discussions about operational procedures.
✨Tip Number 4
Prepare to discuss how you would implement personalised Development Plans for team members. Think about strategies that align coaching and training with individual growth styles, as this is a key responsibility of the role.
We think you need these skills to ace Contact Centre Team Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing contact centre teams. Use specific examples that demonstrate your leadership skills and familiarity with performance management.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the FMCG sector and your understanding of the company's mission. Mention how your skills align with the responsibilities of the Contact Centre Team Manager role.
Highlight Key Skills: In your application, emphasise your proficiency with Microsoft Office tools and any experience you have with customer relationship management software. This will show that you are well-equipped for the role.
Showcase Leadership Experience: Provide examples of how you've successfully managed underperformance in previous roles. Discuss your approach to developing personalised Development Plans and how you've contributed to team productivity.
How to prepare for a job interview at Addition+
✨Showcase Your Leadership Skills
As a Contact Centre Team Manager, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully managed performance and developed team members in previous roles.
✨Know the Company and Its Products
Research the company’s products and their impact on consumers. Understanding their mission and values will help you align your answers with what they are looking for in a candidate.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle underperformance. Think of specific situations where you addressed challenges in a contact centre environment and how you resolved them.
✨Demonstrate Your Proficiency with Tools
Since proficiency in Microsoft Office tools is essential, be ready to discuss your experience with these applications. You might also want to mention any other relevant software you've used in managing teams or tracking performance.
