Team Manager - Advice Contact Centre

Job Description

Innovation, creativity and staff engagement are at the heart of everything we do, as it ensures that we are providing our customers with a high-quality service.

We are working to ensure that as many people as possible can benefit from high quality advice services when and where they need it.

This position is to ensure the successful management and continuous improvement of our service lines.

We need a manager who is motivated, inspiring and can meet targets under difficult conditions. The manager must encourage team members to engage and progress, build confidence and feel part of the team.

We are looking for an individual who is:

• Driven
• Ambitious
• Engaging
• Personable
• Caring
• Highly Competent

Role Purpose:

You will be at the forefront of delivering a highly accredited service to the citizens of Scotland by telephone, webchat and emails.

You will ensure the provision of quality advice and information across all channels.

Key Areas of Work:

Below is a list of the key areas of work the post-holder will be expected to perform and examples of what tasks are involved in those areas. The list of tasks is not exhaustive.

Delivery of Contact Centre SLA’s

• Scheduling agents availability to ensure maximum utilisation of skills, quality and quantity to meet demand over telephony, webchat and emails
• Delivering inspiring coaching and mentoring to ensure team members are developed and inspired to be the best they can be.
• Conducting performance evaluations and providing feedback in a true and honest manner
• Handling escalated customer issues and complaints. Ensuring the customer is at the heart of the solution.
• The ability to identifying trends and customer feedback present findings to management
• Analysing call recordings, emails and live chats to assess agent quality, identify training needs all to ensure that we are driving continuous improvement.
• Ensuring adherence to company policies and procedures

Team Support

• Strong leadership and management skills
• Be able to have the most accurate, impartial, and up-to-date information of team performance to maximise support

Strategic Decision Making

• Within your project you should understand and be able to deliver the strategic objectives. Recognising how your daily decisions can have a positive or indeed negative impact.

Person Specification

• 3 years recent experience in contact centre management. In an operational manager role
• To be able to multi-task in the most effective way
• Inspirational role model for team
• Attention to detail when maintaining records, planning and delivering
• Experience in using ICT and technology to enhance management
• Proven ability of developing people to achieve personal and organisational goals.
• Ability and willingness to work as part of a team
• Proven ability to give and receive feedback objectively and sensitively with a willingness to challenge constructively.
• Knowledge of performance metrics and reporting
• Knowledge and experience of working within the advice sector.

Remuneration:

In return, we offer a competitive salary for a 4-day week within the sector. We also offer 30.5 days annual leave (38 pro rata), 8% pension contribution, death in service insurance, and reward and benefit programmes such as child vouchers.

Job Types: Permanent, Full-time

Ability to commute/relocate: Glasgow: reliably commute or plan to relocate before starting work (required)

Pay: £33,252.00-£38,250.00 per year

Schedule:

• Monday to Friday

Experience:

• Contact Centre management: 3 years (required)
• Team Handling: 3 years (required)

Reference ID: ADS0923

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing
• Non-profit Organizations

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