Position: Contact Centre Team Manager
Location: Naas, Co. Kildare
Contract: Permanent, Full Time
Salary: €37,500 Per Annum, paid monthly
A day in the life of a Contact Centre Team Manager:
To lead and inspire teams to ensure all customers experience an outstanding level of service. Taking responsibility for the management and performance of designated teams. To champion customer service best practice across all the area businesses promoting quality driven, customer centric relationships. Managing colleagues to ensure the development of an efficient combined multi-functional teams. Managing customer telephony contact routing across Contact Centre and other businesses across Ireland. Engendering a culture of pride and belief in customer service excellence.
Requirements:
- Drive consistent improvement in relationships, processes and procedures across teams
- Develop excellent working relationships with operations, administration and external contact centres
- Manage team members to ensure customer service excellence at all times
- Drive quality through coaching, monitoring and customer feedback
- Ensure all customer queries are actioned and resolved satisfactorily in a timely manner
- Maintain stable headcount and absence levels to meet business targets
- Ensure teams are developed to be multi business functional
- Understanding of all contact centre processes – across all functions and businesses
- Ensure all staff arrive in plenty of time to start shift by monitoring and
- managing adherence to schedule
- Interact with other team managers to ensure a smooth running of all teams in the department
- Distribute workload to staff accordingly ensuring schedules updated
- Manage shift and holiday process ensuring correct staffing levels at all times
- Guide, coach and develop individuals
- Monitor, review all KPI measurements ensuring all targets achieved
- Monitor, call routing structure to ensure service levels are achieved
- Ensure all team reporting is accurate and distributed in timely manner
- Constantly review development needs of the teams
- Develop relevant training packages
- Regular team meeting
- Provide regular updates and progress against targets
- Communicate updated processes, procedures and any criteria changes in timely manner
- Motivate and drive team to exceed targets
- Undertake other projects and duties commensurate with the post, as required
Benefits:
What we offer in return, as well as joining a FTSE100, we also offer you:
● A Competitive Salary,
● Sales leads commission,
● Job Stability & Security,
● Progression Opportunities,
● 20 Annual Leave Days,
● Access to Company Pension,
● Employee Assistance Program,
● Refer A Friend Bonus Scheme,
● Cycle to Work Scheme.
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