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- Tasks: Lead and motivate a team to deliver top-notch customer service and exceed expectations.
- Company: Join a dynamic company focused on delivering exceptional service in a multichannel contact center.
- Benefits: Enjoy 33 days of holiday, health cash plans, free breakfasts, and birthday surprises!
- Why this job: This role offers growth opportunities through coaching and performance management in a supportive environment.
- Qualifications: Strong communication skills and experience in managing or coaching teams are essential.
- Other info: Be part of a culture that values recognition and engagement within the team.
The predicted salary is between 36000 - 60000 £ per year.
To work in partnership with the Operations Manager to manage, motivate and support team members to deliver a professional service, meet SLAs and exceed our customer and client expectations. With an emphasis on coaching and leading by example through our values to drive performance by setting stretching objectives and working towards team and individual targets., * Daily management of the team, including effective resourcing, planning and allocating work sources.
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Act as a point of escalation for any client and customer escalations.
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Manage and take action on high volume enquiries, managing client expectations at all times.
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Review individual performance, attendance and behaviour and provide coaching and timely feedback to support all team members.
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Identify training needs for any team members and work with Operations Manager and the Training team to implement training plans.
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Drive performance by monitoring KPIs and analyse relevant performance data with the team member to identify areas for improvement.
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Conduct side by side coaching
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Maintain a consistent approach to absence management
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Ensure communications and systems are regularly updated in line with Company procedure and policy.
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Report and provide updates on team performance including weekly targets and achievements to the Operations Manager
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Adhere to all relevant regulatory rules and guidance
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Responsible for regular engagement activities, and reward and recognition within the team.
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Knowledge of multichannel contact centre operations and practical knowledge of other areas of the contact centre
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Industry best practice awareness
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Good reporting and analytical skills
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Ability to manage and coach a team
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Excellent written and verbal communication skills
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33 days holiday (including bank holidays)
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Personal health cash plan – claim back the cost of things like dentist and optical check ups
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Enhanced maternity / paternity / adoption / shared parental pay
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Life assurance: three times basic salary
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Free breakfasts and fruit
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Birthday surprise for everybody!
What you can expect from us
Contact Centre Team Manager employer: Activate Group Limited
Contact Detail:
Activate Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Manager
✨Tip Number 1
Familiarize yourself with our company values and culture. As a Contact Centre Team Manager, you'll need to lead by example, so understanding how we operate will help you align your leadership style with our expectations.
✨Tip Number 2
Brush up on your coaching techniques! Since the role emphasizes coaching and performance management, being able to demonstrate effective coaching strategies during your interview will set you apart from other candidates.
✨Tip Number 3
Prepare to discuss your experience with KPIs and performance data analysis. We value data-driven decision-making, so showcasing your ability to monitor and improve team performance through analytics will be crucial.
✨Tip Number 4
Think about examples of how you've managed high-volume inquiries and escalations in the past. Being able to share specific instances where you've successfully handled challenging situations will demonstrate your capability for this role.
We think you need these skills to ace Contact Centre Team Manager
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Contact Centre Team Manager position. Understand the key responsibilities and required skills, such as coaching, performance management, and communication.
Highlight Relevant Experience: In your CV and cover letter, emphasize your previous experience in managing teams, handling client escalations, and driving performance through KPIs. Use specific examples to demonstrate your leadership abilities.
Showcase Your Coaching Skills: Since the role emphasizes coaching and development, include examples of how you've successfully coached team members in the past. Mention any training programs you’ve implemented or participated in.
Tailor Your Application: Customize your application materials to reflect the values and culture of the company. Use language that aligns with the job description and show your enthusiasm for contributing to the team's success.
How to prepare for a job interview at Activate Group Limited
✨Showcase Your Leadership Skills
As a Contact Centre Team Manager, it's crucial to demonstrate your ability to lead and motivate a team. Share specific examples of how you've successfully managed teams in the past, focusing on your coaching techniques and how you set objectives to drive performance.
✨Understand KPIs and Performance Metrics
Familiarize yourself with key performance indicators relevant to contact centre operations. Be prepared to discuss how you've monitored and analyzed performance data in previous roles, and how you used that information to identify areas for improvement.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding client escalations and high-volume inquiries. Think of scenarios where you successfully managed difficult situations and be ready to explain your approach and the outcomes.
✨Emphasize Communication Skills
Excellent written and verbal communication is essential for this role. Prepare to discuss how you ensure clear communication within your team and with clients. Highlight any experience you have in conducting training sessions or providing feedback.
