Contact Centre Team Manager

  • Location
    Manchester, Manchester
  • Category
    Sales & Retail - Contact Centre
  • Job type
  • Industry
    Sales and Retail
  • External Reference

Team Manager Opportunity


Role: Team Manager

Contract & Site: DWP, Martin House, Manchester and Working from Home

Reporting to: Section Manager

Availability: Fully flexible between the hours of 08:00 - 22:00, Mon-Sun

An exciting opportunity has become available at Martin House in Manchester for Team Manager positions. If you have previous or current experience in this type of role, please read over the Key Accountabilities and Required Skills.

Key Accountabilities

  • Deliver an efficient and effective service for the end customer and our client.

  • Manage a team of Customer Advisors including sickness, attendance, performance and development, on both an individual and team basis.

  • Continuous monitoring of agent activity to ensure maximum performance is achieved.

  • Manage services to meet KPI standards in all areas on a strategic and daily real-time basis, including but not exclusively AHT, time to answer, wrap, break adherence, lateness and training targets.

  • Coach and develop advisers in line with the Customer Service Quality Framework and KPI's.

  • Manage customer complaints quickly and effectively.

Required Skills

  • Excellent people management skills

  • Effective communication at all levels

  • Self-motivation

  • Numeracy skills

  • Commercial awareness

  • Ability to lead and work as part of a team, support colleagues and promote excellent team spirit

  • Ability to plan and organise time and tasks effectively

  • Expertise in the use of a PC with experience of Microsoft Office

  • Performance focused with a desire to deliver an excellent customer service

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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Please apply with your CV to: lynsey ferguson