Contact Centre Team Manager

**ReceptionHQ**

An exciting opportunity exists to join a global virtual receptionist provider. We are looking for a highly motivated and passionate individual to provide leadership to our virtual receptionists.

**Role Purpose**:
To lead and inspire a team that is delivering professional virtual phone answering services for a diverse range of clients. You will contribute to the day-to-day operational management of your team and you will coach, develop and mentor your team members.

**What We Offer**:
ReceptionHQ has a great work-life balance and offers benefits like wellness and reward programs. We offer a competitive salary and are focused on
ongoing personal development. Being part of the ReceptionHQ journey promises to be an exciting and engaging experience with lots of autonomy and the opportunity to develop new skills.

**Key Responsibilities and Tasks**:

- Create and maintain a quality work environment so team members are motivated to perform at their highest level
- Lead, coach, mentor and empower your team to be amazing
- Manage daily operational requirements including policy, process and compliance issues
- Manage escalated issues and resolve any complex or difficult situations
- Meet and where possible exceed personal performance objectives
- Ensure employees have appropriate training and resources to do their job
- Address performance concerns according to company policy
- Liaise with customers and call centre in relation to quality and service/process improvements
- Support clients with their account set-up and billing enquiries
- Tailor solutions for new clients based on their individual needs
- Design call flows to ensure receptionists handle calls accurately
- Recognise and celebrate high achievement
- Provide operational and technical support to the team
- Attend operations meetings
- Support with and provide input to relevant company projects
- Adhere to RHQ policies and procedures as introduced and varied from time to time

**Leadership and Culture**:

- Align organisation culture with business strategy, in particular customer focus and employee engagement
- Successfully lead through the company values with significant focus on stakeholders and outcomes
- Understand impact of own behaviour on cultural standards (actions speak louder than words)
- Actively encourage different perspectives to stimulate ideas and identify new opportunities
- Build organisational talent for now and the future
- Have self-awareness and be willing to get on with the job
- Holds self-accountable for own and team’s results and behaviour, and stays positive and effective in challenging situations
- Driven by the opportunity for positive impact and will leave the business and people better than they found them. Makes things simple and relevant
- Focuses efforts on collaboration and achievement of organisational outcomes, not personal gain. (e.g. non-hierarchical)
- Leads with their authentic self, not the power of their position. Says what they mean whilst maintaining respect for others Knowledge & Experience Requirements:

- Previous experience in a leadership role desirable
- Excellent computer knowledge and advanced skills in Excel, Word & Microsoft Outlook
- The ability to liaise with all levels of management
- Collaborative / consultative work style (diplomatic)
- Strong analytical acumen
- Common sense outlook and ability to look at situations from several points of view
- Excellent interpersonal skills
- Intuitive and track record in influencing others
- Ability to manage and support team members in a productive manner
- Ability to challenge and debate issues of importance to the organization
- Outstanding communication skills (written and verbal) and attention to detail
- Ability to develop a solid working relationship with the business whilst maintaining independence

**Employment Term**:

- Hours - Monday to Friday 8.30am to 5.30pm with occasional Saturday morning
- Flexible working to suit business needs is required from time to time
- Working from Home within the Basingstoke area

**Note**:
This position description represents the role and responsibilities at the time of appointment, however due to the dynamic nature of our business, the key tasks and responsibilities are likely to evolve over time. The flexibility to adapt to any changes shouldbe considered a key requirement of working at ReceptionHQ.