Contact Centre Team Leader

3 weeks ago

Prescot, United Kingdom Chums Ltd Full time

**SUMMARY**

Established in 1981 Chums is a family run home shopping company based in Knowsley. Chums initially focused on selling Men’s trousers, but over time expanded the menswear range. Over the years Chums has diversified and developed the ranges within Ladieswear, Homeware, gifts and

Mobility. Chums is continuing to grow and now employees nearly 200 staff.

**KEY RESPONSIBILITIES**
- To ensure that all team activity is reviewed, evaluated and audited to ensure maximum effectiveness is achieved and maintained
- Identify staff development needs and skills gaps within the team. Promote and assist with training requirements in order to aid succession-planning requirements.
- To act as a role model in all activity and communication and drive employee engagement through a collaborative and empowering management approach, ensuring that the team understand the impact of their actions on the wider business.
- Maintain regular reporting such as KPIs, Quality & 121’s
- To have the ability and knowledge to implement PDP’s and PIPs to help guide and improve team members
- Develop relationships both within the call centre and business stakeholders to ensure great customer service is always delivered
- Responsible for the opening/closing (key holder) of the site, ensuring that the site is always secure.
- As Team Manager you are required to follow company policy requirements and implement or escalate disciplinary matters
- Manage the order building process from start to finish - liaise with buyers for product availability and ensure selling targets are achieved
- Manage daily and weekly incentives - analyse which incentives work the best

**WHAT ARE WE LOOKING FOR**
- 2-3 years managing a team in a contact centre.
- Excellent Communication skills.
- Good people skills with an approachable manner, confident and able to inspire confidence in others.
- Proactive in identifying and implementing solutions to problems and issues that arise.
- Fair, consistent, and flexible in approach.
- Highly motivated with a positive attitude and proven ability to motivate a team.
- Ambitious with a desire to constructively develop both self and others.

**Job Types**: Full-time, Permanent

**Salary**: £23,500.00-£25,000.00 per year

**Benefits**:

- Canteen
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
- Store discount

Schedule:

- Weekend availability

Ability to commute/relocate:

- Prescot: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Management: 2 years (preferred)

Work Location: In person

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