Team Manager

  • Location
    Manchester, Manchester
  • Salary
    £24,471.00/Year
  • Category
    Sales & Retail - Call Centre
  • Job type
    Permanent
  • Industry
    Sales and Retail
  • External Reference
    MMHTM

Key Requirements



  1. Must have 3 months minimum people Management experience.

  2. Be confident in managing 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.

  3. Be willing to coach and develop advisers in line with the Customer Service Quality Framework and KPIs.

  4. Expertise in the use of a PC with experience of Microsoft Office Systems.


Main 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 KPIs.

  • Manage customer complaints quickly and effectively


Required Skills




  • Knowledge of the PIP/NTL Contract

  • Previous People Management experience (minimum 6 months)

  • 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 Systems.

  • Excellent people management skills

  • 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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To speak to a recruitment expert please contact Sarah Yates