Customer Excellence Team Manager

Role: Customer Excellence Team Manager Location: Watford (hybrid 3 days office/2 days home after training period) Salary: Up to £38,000 DOE + bonus + benefits Hours: 37 per week (Mon-Sat 8am-8pm Sun 9am-5pm) This is an exciting opportunity for an experienced contact centre Customer Excellene Team Manager to join my watford based client. Leading a team of up to 15 Inbiund Agents. Do you have experience leading a contact centre team who speak to vulnerable customers? Do you strive for customer excellence? Duties of the Customer Excellence Team Manager: Manages/supervises the daily management & acts as an expert in a customer contact related discipline. Has strong knowledge of company products with a view of being a subject matter expert to agents & colleagues. Solves complex problems when they arise whilst being innovative in their approach. Understands customers needs & is able to manage/diffuse tense or difficult customer situations. The ability to make decisions guided by functional support. To demonstrate success in managing & improving absence within a contact centre Review & improve AHT (Average Handling Time) within your team. Shows accountability in managing & closing complaints within Internal timeframes.Skills and experience of the Customer Excellence Team Manager: Proven People Management experience Experience of leading a team within a customer service environment Ability to use Microsoft Office Applications · Knowledge of CRM solutions e.g. SAP/Gem Suite Experience in analysing & using data to support development & performance of Contact Centre AgentsPlease follow the link to apply for this contact centre Customer Excellence Team Manager role based in Watford