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For Companies At a Glance
- Tasks: Lead and inspire a team to achieve service targets and deliver exceptional customer service.
- Company: Join a dynamic company focused on delivering outstanding customer experiences.
- Benefits: Enjoy a Monday to Friday schedule with opportunities for personal development.
- Why this job: Be part of a motivated team that values collaboration and continuous improvement.
- Qualifications: Leadership experience in customer service or call centre environments is essential.
- Other info: This role is based onsite in Glasgow, fostering a vibrant team culture.
The predicted salary is between 28800 - 43200 £ per year.
We are looking for experienced Team Managers to play a pivotal role in ensuring the success of our Contact Centre operations. You will manage a team of Contact Centre Agents/Advisors, providing leadership, support, and guidance to help them meet performance targets and deliver exceptional customer service. The role is Monday - Friday onsite in Glasgow.
Key Responsibilities
- Lead and inspire a team of Contact Centre Agents/Advisors to achieve service targets, deliver outstanding customer service, and maintain brand values.
- Monitor and support team members in their day-to-day tasks, providing feedback, coaching, and development.
- Assist in the training and onboarding of new team members, ensuring they are equipped with the necessary skills to succeed.
- Conduct regular performance reviews and one-on-one meetings with team members to discuss progress and provide constructive feedback.
- Ensure team members are adhering to processes and procedures, maintaining high levels of compliance and customer satisfaction.
- Contribute to the continuous improvement of operational processes and team efficiency.
- Maintain a positive and motivated team environment, promoting teamwork, collaboration, and personal development.
About You – Skills and Experience
- We are looking for a dynamic and motivated individual with leadership experience who thrives in a fast-paced, customer-focused environment.
- If you have a proven track record in managing teams within telecommunications, retail, or customer service, we want to hear from you!
- Previous experience in a Customer Experience leadership or supervisory role within a call centre or customer service environment is essential.
- Strong communication and interpersonal skills, with the ability to motivate and engage a team.
- Excellent problem-solving and decision-making abilities.
- Experience in coaching and developing staff to meet performance goals.
- A proactive and positive approach to managing challenges and driving team success.
- Knowledge of metrics and performance management.
Contact Centre Team Manager employer: Cactus Search
Contact Detail:
Cactus Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Manager
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) relevant to contact centres. Understanding these metrics will help you demonstrate your ability to manage and improve team performance during interviews.
✨Tip Number 2
Prepare examples of how you've successfully led teams in previous roles. Be ready to discuss specific challenges you faced, the strategies you implemented, and the outcomes achieved to showcase your leadership skills.
✨Tip Number 3
Research StudySmarter's company culture and values. Tailoring your conversation to align with our mission and demonstrating how you can contribute to our positive team environment will make a strong impression.
✨Tip Number 4
Network with current or former employees of StudySmarter if possible. Gaining insights into their experiences can provide you with valuable information to discuss during your interview and show your genuine interest in 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 teams, particularly in customer service or call centre environments. Use specific examples that demonstrate your leadership skills and ability to meet performance targets.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your leadership style. Mention how your previous experiences align with the responsibilities of the Contact Centre Team Manager role and how you can contribute to the company's success.
Highlight Key Skills: In your application, emphasise your strong communication, problem-solving, and coaching abilities. Provide concrete examples of how you've motivated teams and improved performance in past roles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a managerial role.
How to prepare for a job interview at Cactus Search
✨Showcase Your Leadership Skills
As a Contact Centre Team Manager, your leadership abilities are crucial. Be prepared to share specific examples of how you've successfully led teams in the past, focusing on how you motivated them to achieve targets and improve performance.
✨Demonstrate Customer Service Excellence
Highlight your experience in delivering outstanding customer service. Discuss situations where you resolved customer issues effectively or improved service processes, showcasing your commitment to customer satisfaction.
✨Prepare for Behavioural Questions
Expect questions that assess your problem-solving and decision-making skills. Use the STAR method (Situation, Task, Action, Result) to structure your responses, ensuring you provide clear and concise examples from your previous roles.
✨Emphasise Team Development
Talk about your experience in coaching and developing team members. Share how you've contributed to their growth and success, and be ready to discuss your approach to training new staff and conducting performance reviews.
