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For Companies At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service and achieve business goals.
- Company: Join Foundever®, a global leader in customer experience with a vibrant culture.
- Benefits: Enjoy salary advances, a supportive environment, and real career progression opportunities.
- Why this job: Make a difference by coaching your team and enhancing customer satisfaction.
- Qualifications: Experience in call centres and strong leadership skills are essential.
- Other info: Flexible working hours with a focus on employee well-being and inclusivity.
The predicted salary is between 36000 - 60000 £ per year.
KEY DETAILS
- Salary: Dependent on experience
- Benefits: Access to Stream - our salary advance scheme, award-winning culture, and real progression opportunities!
- Contract Type: Permanent, 37.5 hours per week (full-time)
- Working Pattern: Monday to Sunday, rotating shifts between 9am and 6:30am (minimum 2 overnight shifts per week). Weekend working required on a 1-in-3 rotation.
- Typical Shift Times: 11am to 7:30pm, 1pm to 9:30pm, 4pm to 1:30am, 9pm to 6:30am (overnight)
- Weekends: 9am to 5:30pm or 10am to 6:30pm
THE MISSION
As a Team Manager, our people are your customers. You play a pivotal part in putting your team first and inspiring them to be great. We advocate a People First approach throughout our business with Customer Service as our area of expertise. In our busy contact centre you will relish the opportunity to learn and develop your skills further by working collaboratively with colleagues, other departments and our Clients.
ABOUT YOU
It is essential you have passion for management and customer service in order to create an environment for success through regular coaching, engaging and motivating your team. It is also important that you are a confident and experienced leader, with great problem solving skills that can effectively deliver in a fast paced and changeable environment. You will be a self-assured competent manager with experience in delivering effective HR solutions, from return to works to disciplinary procedures. By leading the way you will develop your team’s skills and confidence in order for them to build brand loyalty by taking ownership of customer queries and providing consistently positive solutions.
KEY RESPONSIBILITIES:
- Lead and coach a team to meet and exceed business objectives, ensuring that financial, operational and quality metrics are consistently achieved.
- Follow a process of continuous review and proactive management of absenteeism and attrition for all Advisors.
- Continually review and monitor work performance of all Advisors against agreed KPI’s.
- Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
- Facilitate a culture of open and honest two-way communication with all team members.
- Ensure action from employee satisfaction surveys are implemented and continuously reviewed.
- Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job.
- Ensure appropriate actions are taken to improve client satisfaction survey scores.
YOUR PROFILE AND EXPERIENCE
- Leadership: Evidence of effective interpersonal, coaching/supervisory skills.
- Expertise: Previous experience working in a call centre environment is essential.
- Communication skills: Excellent telephone, computer/keyboard, verbal and written communication skills.
- Ability: Good numeric and verbal reasoning skills.
- Critical thinking: Effective problem-solving skills.
- Employee performance: Performance Management skills.
- Handling: Client/customer management skills.
WHO ARE WE?
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Foundever® is an equal opportunity and Disability Confident employer. We value our diversity and we’re committed to making our business a truly inclusive place to work. We recognise and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.
The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever®, and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by UK legislation and then destroyed.
Team Manager in Stratford-upon-Avon employer: Foundever
Contact Detail:
Foundever Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Manager in Stratford-upon-Avon
✨Tip Number 1
Get to know the company culture! Before your interview, check out Foundever®'s values and mission. This will help you align your answers with what they care about, showing you're a perfect fit for their team.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've successfully managed a team or resolved conflicts. This will help you demonstrate your coaching skills and problem-solving abilities during the interview.
✨Tip Number 3
Prepare questions for your interviewers! Asking insightful questions shows your interest in the role and helps you understand how you can contribute to the team's success. Plus, it makes the conversation more engaging!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll have access to all the latest job openings and updates directly from us at StudySmarter.
We think you need these skills to ace Team Manager in Stratford-upon-Avon
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Team Manager role. Highlight your management experience and customer service skills, as these are key to our mission at StudySmarter.
Showcase Your Leadership Skills: We want to see how you've led teams in the past! Share specific examples of how you've motivated and coached your team to success, especially in a fast-paced environment.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and structure your thoughts well. This shows us you can communicate effectively, which is crucial for the role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the position. We can’t wait to hear from you!
How to prepare for a job interview at Foundever
✨Know Your Team Management Skills
Make sure you can clearly articulate your management style and how it aligns with a People First approach. Prepare examples of how you've successfully coached and motivated teams in the past, especially in a fast-paced environment.
✨Demonstrate Problem-Solving Prowess
Be ready to discuss specific instances where you've tackled challenges head-on. Think about situations where you had to resolve conflicts or improve team performance, and be prepared to share your thought process and outcomes.
✨Familiarise Yourself with KPIs
Understand the key performance indicators relevant to the role. Be prepared to discuss how you’ve monitored and improved performance metrics in previous roles, and how you plan to do the same as a Team Manager.
✨Showcase Your Communication Skills
Since communication is key in this role, practice articulating your thoughts clearly and confidently. Prepare to discuss how you facilitate open communication within your team and how you handle feedback, both giving and receiving.
