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- Tasks: Lead a team to deliver top-notch customer service and achieve performance goals.
- Company: Join a dynamic company focused on exceptional customer experiences.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Exciting opportunity for growth in a fast-paced contact centre.
- Why this job: Make a real difference in customer satisfaction while developing your leadership skills.
- Qualifications: Experience in team management and a passion for coaching and development.
The predicted salary is between 30000 - 40000 £ per year.
A bit about the role
To deliver exceptional customer service to all Allwyn customers and retailers, through effective performance management, coaching and development of a contact centre team.
What you’ll be doing
- Ensure all agreed departmental KPIs and GAMCOM requirements are achieved, resulting in an optimum level of service being delivered at all times.
- Ensure all people related tasks are completed as documented in company procedures e.g. PDP Reviews, administration of the absence process, health and safety requirements.
- Monitor the team’s real time adherence to predefined work schedules, investigating and resolving variance as necessary, including attendance, shrinkage, and productivity (where dedicated real time management is not available).
- Undertake performance management for each member of the team, develop Personal Development Plans (PDPs), jointly identify and secure appropriate learning, coaching and training opportunities aligned to the individual’s preferred learning style and provide performance feedback in line with defined standards.
- Consistently manage all performance shortfalls.
- Manage and improve the performance of operational processes and working practices.
What experience we’re looking for
Manages/supervises the daily management.
Contact Centre Team Manager employer: Allwyn UK
Contact Detail:
Allwyn UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Allwyn on LinkedIn. A friendly chat can give us insider info about the company culture and what they really value in a Contact Centre Team Manager.
✨Tip Number 2
Prepare for the interview by practising common questions related to performance management and coaching. We should be ready to share specific examples of how we've developed team members and improved service delivery.
✨Tip Number 3
Showcase our leadership style! During interviews, let’s highlight how we motivate teams and manage performance shortfalls. Use real-life scenarios to demonstrate our approach to achieving KPIs.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, it shows we’re serious about joining the Allwyn team!
We think you need these skills to ace Contact Centre Team Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Contact Centre Team Manager role. Highlight your experience in performance management and coaching, as well as any relevant KPIs you've achieved. We want to see how you can deliver exceptional customer service!
Showcase Your Leadership Skills: In your application, don’t forget to showcase your leadership skills. Talk about how you've developed team members in the past and how you’ve managed performance shortfalls. We love seeing examples of how you’ve made a positive impact on your team!
Be Clear and Concise: When writing your application, keep it clear and concise. Use bullet points where possible to make it easy for us to read. Remember, we’re looking for specific examples that demonstrate your ability to manage and improve operational processes.
Apply Through Our Website: Finally, make sure to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Allwyn UK
✨Know Your KPIs
Familiarise yourself with the key performance indicators (KPIs) relevant to the role. Be ready to discuss how you’ve met or exceeded KPIs in your previous positions, and think of specific examples that demonstrate your ability to deliver exceptional customer service.
✨Showcase Your Coaching Skills
Prepare to talk about your experience in coaching and developing team members. Think of instances where you’ve successfully implemented Personal Development Plans (PDPs) and how you tailored your approach to different learning styles. This will show your potential employer that you can effectively manage and uplift a team.
✨Real-Time Management Experience
Be ready to discuss your experience with real-time management and how you’ve handled attendance, productivity, and adherence to schedules. Share specific strategies you’ve used to resolve variances and improve team performance, as this is crucial for the role.
✨Performance Management Insights
Think about your approach to performance management and how you’ve dealt with shortfalls in the past. Prepare examples of how you’ve provided constructive feedback and managed underperformance, as this will highlight your capability to maintain high standards within the team.