Contact Centre Team Manager

Artis Customer Contact is working with a well-established financial services company dedicated to providing exceptional customer service. The contact centre plays a crucial role in maintaining its reputation for excellence. Due to an internal promotion, they are seeking a motivated and experienced Contact Centre Team Manager to lead and inspire a sales and service team.

Contact Centre Team Manager Role Overview:
As a Contact Centre Team Manager, you will be responsible for overseeing a team of customer service representatives, ensuring they deliver outstanding service to our customers. You will drive performance, manage daily operations, and implement strategies to enhance the customer experience and achieve our business goals.

Key Responsibilities:

• Lead, coach, and develop a team of contact centre agents to meet and exceed performance targets.
• Monitor team performance, provide feedback, and implement action plans to improve quality and productivity.
• Handle escalated customer inquiries and resolve issues promptly and effectively.
• Analyse performance metrics and prepare reports for senior management.
• Collaborate with other departments to streamline processes and enhance customer satisfaction.
• Foster a positive, supportive, and results-driven team environment.
• Ensure compliance with company policies, procedures, and industry regulations.
• Identify training needs and coordinate ongoing development for the team.

Contact Centre Team Manager Qualifications and Experience:

• Proven experience in a contact centre management role.
• Strong leadership and people management skills with a track record of driving performance.
• Excellent communication and interpersonal skills.
• Ability to handle complex customer situations with professionalism and empathy.
• Proficiency in using contact centre software and technology.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Strong organisational skills and ability to manage multiple priorities in a fast-paced environment.

Benefits include a performance-based bonus, pension, 26 day holiday, a supportive and collaborative work environment, and opportunities for career growth and development. This role will be based onsite and will require you to work shifts between 8am-7pm Mon-Fri, and 1 in 6 Sat-Sun 9am-5pm.

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