Call Centre Team Manager Hinckley – Office Based £37,000 + Company Profit Share Coulter Elite Resourcing are currently lookingfor a Call Centre Team Manager to work with one of our well-established clientsbased in Hinckley.
Principle Responsibilities for the CallCentre Team Manager: To build and maintain a cohesive andmotivated team, providing leadership and support to colleagues and peers.To promote team awareness of broaderactivities and foster excellent working relationships with all departments.To performance manage all advisor's,identifying training needs and putting the necessary measures in place toensure that the training required is provided.
To effectively manage all team absences/ sickness and ensure that the RTW process is adhered to.
To effectively manage all lateness andensure that the lateness recording form is completed on all occasions.
To conduct, where necessary any formalmeetings such as disciplinary and grievance and provide the necessary outcomein line with the Employee Handbook.All necessary formal action taken is tobe dealt with within a timely manner and to bring the matter to a satisfactoryconclusion and in keeping with company and departmental policies.Undertake training, interim reviews andsix-month probationary reviews with all new starters.To conduct and document PerformanceDevelopment Reviews with each team member every quarter, highlighting anyobjectives and development areas for the next period and ensuring that theexpectations are clear following the meeting.To effectively manage all advisorsunavailable time, in line with the departmental requirements to ensure that weprevent / minimise any queues.
To ensure that your team attend thetraining sessions each month.To be flexible with work times as theremay be occasions when having to address staff issues outside of core hours, dotraining or have team meetings to capture all team members.To monitor and review advisors' overallperformance activity on a daily basis.
Person specification for the CallCentre Team Manager: Have a can-do attitude A team motivatorAbility to work in a fast-pacedenvironmentAbility to be able to communicateefficiently to the teamStrong management skills in a KPIenvironmentGreat telephone manner and customerserviceHave a dynamic and flexible approachAbility to work under pressurePositive, Personal and ApproachableExperience in a senior position in acall centre environmentManaged a team of 8+ colleagues This is a full-time permanent Call CentreTeam Manager position, working Mon-Fri 09:00-17:30.