Description
Role Overview
We are seeking a dedicated Team Manager to join our dynamic locations in Glasgow, Gosforth, or Leeds. The ideal candidate is a natural leader who can inspire and guide a team of talented customer service agents.
Key Responsibilities
- Lead, Coach, and Develop the Team: Lead, coach, and develop a high-performing team of customer service agents to ensure they deliver exceptional service.
- Manage Resources Effectively: Manage resources effectively to meet business targets and deliver seamless customer service.
- Collaborate Across Teams: Collaborate across teams to achieve operational excellence and continuous improvement.
- Ensure Quality, Compliance, and Risk Standards: Ensure adherence to quality, compliance, and risk standards while driving performance.
Specific Tasks
- Assigning Roles and Responsibilities: Strategically assign roles and responsibilities to team members based on their strengths and developmental goals[2].
- Monitoring Team Performance: Implement robust performance monitoring systems to track individual and team performance[2].
- Fostering Collaboration and Team Spirit: Create a foundation of trust, open communication, and shared purpose through regular team meetings and check-ins[2].
- Incident/Escalation Management: Step in to resolve major issues that junior team members cannot handle on their own, ensuring swift and effective resolution[5].
- Shift Schedule Management: Decide shift timings and schedules based on volumes, availability, and other factors[5].
- Hiring and Staffing: Keep an eye on the team’s performance and support volumes to determine when new employees need to be hired[5].
- Performance Reviews: Keep track of overall group performance and customer feedback, taking necessary steps to ensure consistency of customer service[5].
Required Skills and Experience
- Proven Leadership Experience: Proven leadership experience in customer-facing roles, preferably in telephony or chat services.
- Strong Communication and Interpersonal Skills: Strong communication, motivation, and interpersonal skills to inspire teams in a fast-paced environment.
- Problem-Solving and Process Improvement: A curious and proactive approach to solving challenges and improving processes.
- Bonus Skills: Banking experience, risk and compliance knowledge, or data analysis skills are advantageous.
Working Conditions
- Location: UK - Glasgow, Gosforth, Leeds (Hybrid)
- Hours: Full-Time, including evenings, Saturdays, and some Sundays
- Contract: Minimum 6 months
- Compensation: Market Rate