Contact Centre Team Manager

4 weeks ago


Watford, Hertfordshire, United Kingdom Allwyn UK Full time

About the Role:

We are seeking a highly skilled Contact Centre Team Manager to join our team at Allwyn UK. As a Contact Centre Team Manager, you will be responsible for delivering exceptional customer service to all Allwyn customers and retailers, through effective performance management, coaching and development of a contact centre team.

Key Responsibilities:

  • Ensure all agreed departmental KPIs and GAMCOM requirements are achieved, resulting in an optimum level of service being delivered at all times.
  • Ensure all people related tasks are completed as documented in company procedures e.g. PDP Reviews, administration of the absence process, health and safety requirements.
  • Monitor the team's real time adherence to predefined work schedules, investigating and resolving variance as necessary, including attendance, shrinkage, and productivity (where dedicated real time management is not available).
  • Undertake performance management for each member of the team, develop Personal Development Plans (PDPs), jointly identify and secure appropriate learning, coaching and training opportunities aligned to the individual's preferred learning style and provide performance feedback in line with defined standards. Consistently manage all performance shortfalls.
  • Manage and improve the performance of operational processes and working practices.

Key Measures of Success:

  • Manages/supervises the daily management & acts as an expert in a customer contact related discipline.
  • Has strong knowledge of TNL products with a view of being a subject matter expert to agents & colleagues.
  • Solves complex problems when they arise whilst being innovative in their approach.
  • Understands customers needs & is able to manage/diffuse tense or difficult customer situations.
  • The ability to make decisions guided by functional support.
  • To demonstrate success in managing & improving absence within a contact centre
  • Review & improve AHT (Average Handling Time) within your team.
  • Shows accountability in managing & closing complaints within Internal timeframes.

Requirements:

  • Proven People Management experience
  • Experience of leading a team within a customer service environment
  • Ability to use Microsoft Office Applications
  • Knowledge of CRM solutions e.g. SAP/Gem Suite
  • Experience in analysing & using data to support development & performance of Contact Centre Agents.

Benefits:

  • 26 days paid leave (plus bank holidays)
  • Annual bonus scheme
  • 2 x Life Days
  • 4 x Salary of Life Insurance
  • Pension: we'll match your contribution up to 8.5%
  • Single Private Health Cover
  • £500 Wellness Allowance
  • Income Protection
  • Enhanced parental leave (maternity and paternity)
  • Eye Care, Dental and Cycle To Work schemes


  • Watford, Hertfordshire, United Kingdom Skyline Roofing Centre Full time

    At Skyline Roofing Centres, we are seeking a highly skilled and experienced Assistant Regional Manager to join our team. As a key member of our sales team, you will be responsible for maintaining a clean and efficiently merchandised counter area, ensuring that company policies are followed at all times, and supporting the Branch Manager and colleagues in...


  • Watford, Hertfordshire, United Kingdom Skyline Roofing Centre Full time

    At Skyline Roofing Centres, we are seeking a highly skilled and experienced Assistant Regional Manager to join our team. As a key member of our sales team, you will be responsible for maintaining a clean and efficiently merchandised counter area, ensuring that company policies are followed at all times, and supporting the Branch Manager and colleagues in...


  • Watford, Hertfordshire, United Kingdom Highfield Professional Solutions Ltd Full time

    We are seeking a highly skilled and experienced Shift Lead to join our team at a state-of-the-art data centre in Watford. As a Shift Lead, you will be responsible for overseeing the day-to-day operations within a critical data centre environment. Your leadership will be key to maintaining up time and ensuring the highest standards of service.Key...


  • Watford, Hertfordshire, United Kingdom Lloyds Banking Group Full time

    About this OpportunityThe efficient and effective management of our order bank from new order placement with our dealer network, to the successful new car delivery to our drivers. Coach a strong team by; Developing our people, focusing on their strengths, maximising and nurturing their talents. Ensuring the highest quality and standard of service is...

  • Project Manager

    4 weeks ago


    Watford, Hertfordshire, United Kingdom LJB Recruit Full time

    Job Title: Project Manager - Data Centre OperationsAbout the Role:We are seeking an experienced Project Manager to join our team and oversee the planning, execution, and delivery of projects within our organisation. The successful candidate will have substantial Project Management experience and a proven ability to manage multiple concurrent projects.Key...


  • Watford, Hertfordshire, United Kingdom The Massage Company Full time

    Exciting Career OpportunityA truly unique chance to join The Massage Company as a Centre Manager and take on a key leadership role in launching a brand-new spa location in Watford, Hertfordshire. As a Centre Manager, you will work closely with the owner and Operations Director to refine existing processes, lead a local team of 15+ staff, and drive business...


  • Watford, Hertfordshire, United Kingdom Invictus Group Full time

    We are seeking a dedicated Data Centre Shift Leader to join our dynamic team at Invictus Group. This role involves overseeing a two-man shift team, ensuring the highest standards of service and operational excellence in our state-of-the-art facility.Key Responsibilities:Lead and manage a two-person shift team, ensuring effective communication and...


  • Watford, Hertfordshire, United Kingdom Invictus Group Full time

    Are you an ambitious Data Centre professional looking to take your career to the next level? We are seeking a dedicated Data Centre Shift Leader to join our dynamic team at Invictus Group in Watford. This role offers a competitive salary of £55,000 per annum and a comprehensive package.Key Responsibilities:Lead and Manage a Two-Person Shift Team: Ensure...


  • Watford, Hertfordshire, United Kingdom CBRE Full time

    Job Title: Data Centre Shift Operations ManagerJob Summary: We are seeking a highly skilled Data Centre Shift Operations Manager to join our team at CBRE. The successful candidate will be responsible for managing a team of shift engineers and ensuring the smooth operation of our data centres.Key Responsibilities:* Manage a team of shift engineers to ensure...


  • Watford, Hertfordshire, United Kingdom CBRE Full time

    Job Title: Data Centre Shift LeaderBusiness Sector: Data Centre SolutionsLocation: UKCompany OverviewCBRE is the global leader in real estate services, leveraging the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. With a vision to be the preeminent, vertically integrated, globally capable real...


  • Watford, Hertfordshire, United Kingdom First Contact Chefs Full time

    This esteemed hotel seeks a highly skilled Sous Chef to lead the kitchen team and assist the Head Chef in achieving exceptional food quality and service standards.Key Responsibilities:Plan and execute daily kitchen operations to meet service standards.Collaborate with the Head Chef to manage operating costs and order supplies.Conduct quality checks on stock,...

  • Area Centre Director

    1 month ago


    Watford, Hertfordshire, United Kingdom Halfords Full time

    Designate Centre Manager - Watford & HarrowJob Summary:We are seeking a highly skilled and experienced Designate Centre Manager to join our Autocentre business in Watford and Harrow. As a key member of our management team, you will be responsible for supporting local centres within the area and leading the in-centre teams with support, encouragement, and...


  • Watford, Hertfordshire, United Kingdom Rock Up Limited Full time

    This is a unique opportunity to join an exciting new leisure brand in the UK.Job SummaryWe are seeking a commercial operator with exceptional customer service skills to lead our centre's operational and financial performance. As a dynamic company, we are looking for someone who can build community and corporate links, driving sales and ensuring excellent...


  • Watford, Hertfordshire, United Kingdom Harrison Scott Associates Full time

    Harrison Scott Associates is seeking a skilled technical support specialist to join their team.Job OverviewThis technical support role involves providing first point of contact for all support queries, supporting the implementation team, and managing internal accounts.The successful candidate will have excellent problem-solving skills, the ability to work...


  • Watford, Hertfordshire, United Kingdom East and North Herts NHS Trust Full time

    About the RoleWe are seeking an experienced Administration Advisor to join our team at East and North Hertfordshire NHS Trust. As an Administration Advisor, you will play a vital role in ensuring the smooth operation of our outpatient clinics and services.Key ResponsibilitiesLiaise with patients and Trust colleagues to book, cancel, and monitor appointments...


  • Watford, Hertfordshire, United Kingdom LJB Recruit Full time

    Job Title: Senior Project Manager - Data Centre OperationsAbout the Role:We are seeking an experienced Senior Project Manager to join our team and lead the delivery of data centre projects across the UK. The successful candidate will have a proven track record of managing multiple concurrent projects and a strong background in project management, with...


  • Watford, Hertfordshire, United Kingdom https:www.energyjobline.comsitemap Full time

    Data Centre Maintenance SpecialistLocation: HertfordshireSalary: £57,000 PackageHours: Continental Shift PatternWe are seeking a skilled Data Centre Maintenance Specialist to join our Reactive and Planned Maintenance Team on a Data Centre Site based in Hertfordshire. The successful candidate will be required to work a Continental Shift Pattern and will be...


  • Watford, Hertfordshire, United Kingdom Group 1 Automotive Full time

    **Job Summary:**We are seeking a highly skilled Retail Centre Operations Coordinator to join our team at Group 1 Automotive. This role is responsible for coordinating operations in our busy Retail Centre.Key Responsibilities:Main Point of Contact for Customer Communication: Develop and maintain strong relationships with customers, promoting additional...


  • Watford, Hertfordshire, United Kingdom Rennie Grove Peace Hospice Care Full time

    Rennie Grove Peace Hospice Care Clinical Coordination SpecialistThe Clinical Coordination Specialist will work as part of a small team of senior nurses responsible for the clinical coordination of care for patients and families referred to Rennie Grove Peace.The successful candidate will be the point of contact for patients, families, clients, and...


  • Watford, Hertfordshire, United Kingdom Universal Business Team Full time

    **Job Title:** Business Development Manager**Job Summary:** We are seeking a seasoned sales professional to join our Universal Business Team as a Business Development Manager. As a key member of our team, you will play a critical role in expanding our client's presence across the fashion, beauty, health, tech, and gifting dynamic markets.**Key...