Team Manager Contact Centre

1 week ago

Leicester, United Kingdom AT Management Full time

Job Title: Team Manager (Contact Centre)

Location: Leicester

Salary: £30,000 plus OTE

Job type: Full Time, permanent

AT Management is a well-established company which provides revenue generation services for multiple blue-chip companies. We specialise in what we do and at the heart of our business are our people. We are an expanding business which offers strong development opportunities and career paths for the right individuals looking to join us.

Due to significant growth, we are looking to recruit a highly experienced, engaging and pro-active trainer to lead on the development and implementation of a coaching culture from the on-boarding and induction of agents to be fully-fledged members of the team and business.

This is a fantastic opportunity to make a real impact and shape our business's future success along with developing and training staff at all levels.

Duties and Responsibilities:

  • Lead a team of agents to meet and exceed business objectives, ensuring that key financial, operational, and quality metrics are consistently achieved
  • Continually review and monitor the performance of all Agents/Advisors against agreed KPI's, ensuring that calls are handled professionally, instigating appropriate corrective action, using performance management tools to manage any shortfall
  • Ensure Agents/Advisors are recognised and rewarded for outstanding achievements/performance in line with company mission and values
  • Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
  • Measure, report and communicate metric goal attainment for assigned team
  • Facilitate a culture of open and honest two-way communication, ensuring key messages are cascaded to all team members, encouraging feedback, and sharing of ideas and best practice
  • Maintain an environment that supports the spirit of teamwork, where Agents/Advisors are committed, loyal and take pride in working for the company

Key Skill and Experience:

  • To contribute to the delivery and evaluation of sales agents coaching, mentoring, training, and support capacity by developing them to ensure that they are offering world-class service for our clients and their customers. Including training around policies, procedures and standards held by the business
  • Written and delivering feedback - able to provide specific written feedback that will enhance an individuals' understanding and development areas from a coaching session, clearly articulating positive reinforcement and development areas to be worked on
  • Contribute to making teams work efficiently by striving to build positive relationships and problem solving. This includes to working alongside the training and recruitment team
  • Delivering comprehensive coaching/training (daily/weekly coaching, role play, dip checks)
  • Adherence to Company core values and understanding the importance of policies and procedures
  • Empower agents through knowledge

Benefits:

  • Competitive salary with a capped commission structure
  • Company pension
  • 28 days annual leave inclusive of Bank Holidays
  • Casual dress on Fridays and weekends
  • Store Discounts through HR portal
  • Overtime opportunities available
  • Referral programme
  • Company Events
  • Free tea/coffee
  • Great location
  • Health & wellbeing programme
  • Life assurance

Schedule:

  • Day shift
  • Monday to Saturday
  • 1in3 Weekends

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the experience or relevant job titles of; Team Leader, Client Service, Client Service Manager, Admin Manager, Administrative Team Leader, Client Advisor, Client Advisor, Customer Service Manager, Senior Advisor, Admin, Administrative Assistant, Client Team Enquiries, Customer Services Executive, Client Service, Customer Service Executive, Customer Services, Customer Assistant  will also be considered for this role.

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