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For Companies At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer experiences in a dynamic contact centre.
- Company: Join Foundever®, a people-focused fintech leader in Kingston.
- Benefits: Competitive salary, monthly bonus, and opportunities for personal growth.
- Other info: Fluent in additional languages? That's a bonus! Join us for a rewarding career.
- Why this job: Make a real impact by developing your team's skills and enhancing customer satisfaction.
- Qualifications: Proven leadership experience and a passion for customer service.
The predicted salary is between 32000 - 32000 ÂŁ per year.
Foundever® is looking for a dedicated and people‑focussed leader to support the smooth running of daily operations on our Intuit account in Kingston! If you’re passionate about people management and excellent customer experiences, then we encourage you to read on and apply.
WHAT YOU'LL BE DOING
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 Experience 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.
- Language Skills: Bonus if you're also fluent in either German, French, Spanish, Italian or Portuguese! (Desirable)
- 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.
WHAT WE'RE OFFERING
- Salary: Up to ÂŁ32,000 per annum, dependent on experience
- Bonus: 10% monthly
- Location: KT2 6LZ, Kingston upon Thames, UK (on‑site working)
- Contracted Hours: 37.5 hours per week
- Working Hours: Monday to Friday, 08:00 to 19:00, and Saturday
Contact Centre Team Manager - Fintech employer: Sitel Corp.
Contact Detail:
Sitel Corp. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Manager - Fintech
✨Tip Number 1
Network like a pro! Reach out to people in the fintech industry, especially those working at Foundever®. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by practising common questions related to team management and customer service. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your leadership skills during the interview. Share specific examples of how you've motivated teams or improved customer experiences. This is your chance to shine!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team.
We think you need these skills to ace Contact Centre Team Manager - Fintech
Some tips for your application 🫡
Show Your Passion: When writing your application, let your passion for people management and customer service shine through. We want to see how you can inspire and motivate a team, so share any relevant experiences that highlight your leadership skills.
Tailor Your CV: Make sure your CV is tailored to the role of Contact Centre Team Manager. Highlight your experience in call centre environments and any specific achievements that demonstrate your ability to meet and exceed business objectives.
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read. Remember, we’re looking for effective communication skills, so show us you can convey your thoughts succinctly.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at Sitel Corp.
✨Know Your Stuff
Before the interview, make sure you understand Foundever®'s values and how they align with your own. Familiarise yourself with their People First approach and think of examples from your past experiences that demonstrate your passion for people management and customer service.
✨Showcase Your Leadership Skills
Be ready to discuss your leadership style and provide specific examples of how you've successfully coached and motivated a team in a fast-paced environment. Highlight any experience you have with performance management and how you've handled challenges like absenteeism or attrition.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle difficult situations. Prepare scenarios where you’ve had to resolve conflicts or improve team performance, and be ready to explain your thought process and the outcomes.
✨Engage and Ask Questions
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, company culture, and how success is measured in the role. This shows your genuine interest in the position and helps you determine if it’s the right fit for you.