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For Companies At a Glance
- Tasks: Lead a dynamic team, enhance performance, and streamline operations in a fast-paced contact centre.
- Company: Join a purpose-driven FMCG company transforming consumer engagement globally.
- Benefits: Enjoy 25 days annual leave, hybrid working, and a strong benefits package.
- Why this job: Be part of a leading organisation focused on success and personal growth.
- Qualifications: Experience in managing a contact centre team and proficiency in Microsoft Office and CRM tools required.
- Other info: We value diversity and are an equal opportunity employer.
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 (CRM) platforms.
- Skilled in interpreting and leveraging data insights to enhance the growth and effectiveness of contact centre team members.
How you’ll be rewarded:
- 25 days Annual Leave.
- Hybrid working.
- Opportunity to work for a global leading organisation.
- Strong benefits package available!
This is an excellent opportunity for an experienced Contact Centre Team Manager to join a leading company that are driven towards success!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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 latest trends in the FMCG sector. Understanding the market dynamics and consumer behaviour can give you an edge during interviews, showcasing your industry knowledge and passion for the role.
✨Tip Number 2
Brush up on your leadership skills by reflecting on past experiences where you've successfully managed a team. Be ready to discuss specific examples of how you've developed team members and handled underperformance.
✨Tip Number 3
Get comfortable with data analysis tools and CRM platforms. Being able to demonstrate your proficiency in interpreting data insights will be crucial, as this is a key requirement for the role.
✨Tip Number 4
Network with professionals in the contact centre industry. Engaging with others in the field can provide valuable insights and potentially lead to referrals, increasing your chances of landing the job.
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 your experience in managing inbound contact centre teams. Use specific examples that demonstrate your leadership skills and familiarity with CRM platforms.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the FMCG sector and your ability to enhance team productivity. Mention how your coaching and development strategies have led to improved performance in previous roles.
Highlight Relevant Skills: In your application, emphasise your proficiency in Microsoft Office tools and your ability to interpret data insights. Provide examples of how you've used these skills to drive team success.
Showcase Your Achievements: Include quantifiable achievements in your application, such as improvements in team performance metrics or successful implementation of operational procedures. This will help demonstrate your effectiveness as a Contact Centre Team Manager.
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 develop a team. Prepare examples of how you've successfully managed performance, created development plans, and addressed underperformance in previous roles.
✨Familiarise Yourself with CRM Tools
Since familiarity with customer relationship management platforms is essential, make sure you know the key features of popular CRMs. Be ready to discuss how you've used these tools to enhance team performance and customer satisfaction.
✨Prepare Data-Driven Insights
The role requires interpreting data insights to improve team effectiveness. Bring examples of how you've used data to drive decisions in your past roles, and be prepared to discuss specific metrics that matter in a contact centre environment.
✨Understand Company Values and Culture
Research the company's mission and values before the interview. Being able to articulate how your personal values align with theirs will show that you're not just a fit for the role, but also for the company culture.
