Job Title:
Experienced Team Manager
Job Summary:
We are seeking a skilled and motivated team leader to join our dynamic customer support team. The successful candidate will be responsible for building, developing, and managing a high-performing team of customer operations specialists.
Key Responsibilities:
* Lead and motivate a team of customer operations specialists in achieving consistently high-quality customer experiences.
* Ensure adherence to agreed processes and policies within the allocated team for efficient servicing.
* Develop a positive working environment based on open communication and continuous learning.
* Contribute to positive client relationship development through operational intent and strong results-orientation.
* Operate with honesty, integrity, and transparency in all aspects of the work.
* Oversee team and individual performance through continuous engagement with quality analysts, and be accountable for team performance development.
* Provide coaching and feedback to ensure service levels are being met.
* Ensure COSs receive training both initially and on an ongoing basis.
* Handle escalated queries, issues, or complaints in line with agreed processes.
* Seek opportunities for continuous improvement.
* Carry out administrative functions accurately, diligently, and on time.
* Maintain team staffing levels according to ongoing servicing requirements.
* Participate in internal and client reporting as required.
Requirements / Experience:
* Third-level qualification in business or a related field.
* Minimum 1 year of contact centre experience in managing a team.
* Fluent in English with strong verbal and written communication skills.
* Proficient in Microsoft Office, especially Excel and Outlook.
* Strong performance drive and commitment to excellence.
* Excellent analytical and decision-making abilities.
* Adaptable to fast-paced environments.
* Proven ability to collaborate across teams and deliver results.