Iceland Vacancies

Job Description:

As our Contact Centre Team Manager, you will lead a team of advisors to be able to deliver world class and cost-effective customer service experience and business outcomes. To do this in a highly motivated and rewarding team culture and role model leadership.

• Drive outstanding customer service experiences and outcomes in a cost-efficient way.
• To be able to coach and develop a team of customer service experts who are utterly customer centric.
• To be highly organised and highly productive
• Great attention to detail is a must
• Lead a team of advisors to deliver high performance, accurate and high-quality outcomes for customers and in a cost-efficient way.
• Communicate clear messages confidently and be able to motivate a team
• Help to recruit and discover the best people for the advisor roles.
• Takes ownership of implementing business decisions and effectively communicates them to the team.
• Regularly checks that customers and stakeholders are satisfied, challenging performance where appropriate.
• Create a culture of high reward & recognition and one which stretches their performance and service potential and results.
• Takes full ownership of your outcomes and actions and always does the right thing
• Engages with others in the operation and outside of it in a way which consistently represents yourself and the contact centre in the most positive and professional way.
• You understand that your success is solely dependent on your input, attitude and ability to lead your team in the best way possible.
• Presents change in a positive manner, ensuring everyone in the team understands what is expected of them.
• Develops effective business networks to establish influential relationships with managers, peers and customers.

• A motivational leader for your team
• A strong understanding of contact centre performance / KPI / goals language, definitions and how to interpret these.
• Experience in performance management, reviews, and action plans
• Minimum 2 years’ experience of managing a team within a Contact Centre
• Experience in coaching in a highly effective way

Company: Iceland Foods

Vacancy Type: Full Time

Job Location: Liverpool, England, UK

Application Deadline: N/A

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