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Contact Centre Team Leader

3 months ago

Thame, Oxfordshire, United Kingdom CPM Full time

Description:

Our Client:


Diageo is a global leader in beverage alcohol, with an outstanding collection of over 200 brands and sales in more than 180 countries.

Their portfolio has remarkable breadth across spirits and beer. From centuries-old names to the latest innovations, they are building the very best brands.

We Care:

Passionate about Customer Support, with a drive to achieve and exceed targets to achieve a high-quality level of consumer service.


We ́re Curious:
Proactive approach to problem-solving and a "can do" attitude.

We Achieve Together:
Strong teamwork ethic, contributing to personal and team targets/SLA while working on personnel targets.

What you'll be doing?:

  • To support the initial onboarding of the new staff(s)
  • To clearly define daily and monthly qualitative and quantitative targets for individuals
  • To evaluate and proactively manage the performance of individuals and the team against all relevant qualitative measures and ensure that they meet with CPM and Client requirements
  • To assess and review team's and individual performance through call assessments to identify key development areas and conduct minimum agreed levels of quality checks for all approved qualitative measurement areas
  • To conduct regular meetings with all direct reports, in line with CPM Contact Centre standards
  • Ensure that the team is up to date on all Campaign objectives
  • To adhere to the quality escalation workflow as defined and highlight any issues as needed.
  • To proactively overcome quality issues identified through ongoing coaching and mentoring activities
  • To identify ongoing training and development requirements for all team members and seek support when necessary
  • You will be required to constantly refresh & maintain a high level of knowledge about Diageo's products, services, and processes, not being afraid to challenge the status quo and making suggestions that develop efficiencies in team processes to complement our vision of continual improvement within our operation

Requirements:

What skills & experience you'll bring to us?:

  • Applicants must be aged 18+
  • Experience or knowledge of managing omnichannel activities / B2B contact teams.
  • Experience of using CRM systems and working with multiple processes across various contact channels.
  • Proven track record of leading, managing, coaching, and developing people.
  • Confident telephone manner, including good communication and listening skills.
  • Exceptional grammar and written communication skills with a high attention to detail.
  • Ability to deal calmly and professionally with challenging/escalated calls.
  • Experience in a technical support or 'Ontrade' market is highly desirable.
  • Educated to GCSE/O' Level standard including Maths and English.
  • Flexibility to work from our Thame office preferably at least twice a week, in line with the same expectations set for your team.

Benefits:

What do we offer?:

-
Start Date: 26th of February
-
Contract: Permanent contract (6-month probation period)

-
Full-time:(37.5 hours/week)

-
Working days/Hours: Monday to Friday, 9:00 am to 5:30 pm "on call" weekends for urgent queries from the working team
-
Salary: £29, gross) per year
-
Hybrid Model: 2 days office/ 3 days home (with additional time expected in the office for training and meetings)

-
Office:Thame, Oxon

Other Benefits:

-
Life Cover (Communications/advisors 1x Salary)
-
Flexible Benefits Platform - offering access to a confidential Employee Assistance Programme that can help you to run your life a little more smoothly. It is easy to access via telephone, online, or app and offers practical information and advice covering a range of topics affecting health, family, money matters, and work.

  • Company pension
-
Go for it Scheme
  • Health and wellbeing scheme providing an annual contribution towards a purchase or activity which contributes to your health & wellbeing.
-
Give & Gain Scheme - 2 days a year to complete voluntary or Charity work

  • Long Service Awards
  • Referral Program: Bring a Friend and get a Referral bonus

Who we are:

CPM International has a global presence in over 30 countries. We offer multilingual support in various languages tailor-made to the needs of our diverse markets. We focus on customer service, sales, and technical support solutions for clients worldwide.


CPM International believes in creating an open workplace, celebrating diversity in all forms, including gender, race, religion, disabilities, and sexual orientation.

We are committed to providing equal opportunities and ensuring everyone feels included from the very start of their journey within CPM.

wecare#wearecurious#weachievetogether