Retention and Service Team Manager
- Bristol, South West
- Posted 11th September 2018
- £28000 - £33000 per Annum + Competitive Bonus & Bens
- Ref: 698762
This is a fantastic time to take the control of a growing contact centre team for an exciting growing business in the Bristol area. You will initially be responsible for a large team of retention and service advisors with a scope to build the team.
The job of the Retentions Team Manager is a highly focused position to ensure a service -oriented and professional working environment by supervising the performance of team members and executing necessary actions for their motivation when required. The critical aspect of the role is to drive yourself and the team to achieve targets and grow the operation and team size.
Duties and Responsibilities:
*Motivating and inspiring the team to surpass their KPI's/SLA's and customer service performance potential.
*Improving the team and facilitating the communication among the members of team.
*Creating sense of ownership within the employees and resolving employee issues, if any.
*Encouraging, supporting, and motivating actively one's peer team.
*Looking constantly for development as well as continuous improvement for the entire team.
*Monitoring, organising, and coaching team on a day ¬to¬day basis.
*Communicating the company's purpose, core values, vision to the front employees.
*Ensuring that the employees follow their schedules properly as designed.
*Handling escalated calls, complaints, questions, and queries as necessary.
*Facilitating cross¬-functional communication within employees for improved working condition.
*Carrying out team meetings and actively participating in the monthly and weekly meetings.
*Documenting general reports on each team member's performance and targets as well as ensuring that they exceed the targets
This is an exciting opportunity for a highly motivated individual to truly put their mark on an operation and in return be given the opportunity, support and encouragement to develop your own career further.
Previous experience in leading a contact centre team is essential.
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