VACANCY: CONTACT CENTRE TEAM MANAGER
VEHICLE REPAIR BUSINESS
MANCHESTER
The Contact Centre Team Manager is an exciting opportunity for someone with call centre leadership experience to work closely with the Head of Motor Operations to take our clients business to the next level. The key purpose of the Team Manager is to lead the Repair team to deliver exceptional services to customers, exceed on contract KPIs and inspire its team members to achieve their full potential.
The successful candidate will also have the opportunity to be a key part in the delivery of our clients development and projects.
Our client is passionate about its role to deliver an efficient repair process different to any other. This position is an opportunity to further career development and be a key part of taking the business to further success.
Salary:
£30,000 - £35,000 (Subject to experience) Hours:
Mon - Fri 9am - 5pm (Office Based) Roles & Responsibilities
Day to Day management of the team against set performance, customer and quality KPIs. Setting and driving stretched performance objectives to deliver an industry leading service. Analyse and audit relevant performance data to identify and deliver on improvements. Escalation point for any partner and customer escalations. Own and prioritise own workload to achieve set KPIs while still managing team effectively. Responsible for motivating and engaging the team to deliver a world class experience to its customers, partners and suppliers, including organising regular engagement activities and recognition. Identify coaching needs, working closely with the Operational Training Co-Ordinator to deliver operational training programs in the repair team. Ensure effective resourcing and cover at all times within the business. Maintain a consistent approach to lateness and absence management. Work closely with the Head of Operations and internal project team to identify areas of improvement, reporting on team performance including weekly targets and achievements. Regular auditing of internal systems to ensure compliance with operational processes. Resolve problems and conflicts positively. Ensure compliance with regulatory guidelines and procedures to provide high quality service and outstanding customer care. Any other duties required as part of the role. Skills
Good understanding of the Credit Hire / Repair industry. Goal Focused. Leadership. Effective communicator. Managing performance. Efficient problem solver. Integrity and positive attitude. Attention to detail. Respects Team Members. Decisive. Leads by Example. Adaptability to change. Dealing with complexity, analysing information and implementing change. If this sounds like you, apply today in the strictest of confidence.
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£30,000 - £35,000 (Subject to experience) Hours:
Mon - Fri 9am - 5pm (Office Based) Roles & Responsibilities
Day to Day management of the team against set performance, customer and quality KPIs. Setting and driving stretched performance objectives to deliver an industry leading service. Analyse and audit relevant performance data to identify and deliver on improvements. Escalation point for any partner and customer escalations. Own and prioritise own workload to achieve set KPIs while still managing team effectively. Responsible for motivating and engaging the team to deliver a world class experience to its customers, partners and suppliers, including organising regular engagement activities and recognition. Identify coaching needs, working closely with the Operational Training Co-Ordinator to deliver operational training programs in the repair team. Ensure effective resourcing and cover at all times within the business. Maintain a consistent approach to lateness and absence management. Work closely with the Head of Operations and internal project team to identify areas of improvement, reporting on team performance including weekly targets and achievements. Regular auditing of internal systems to ensure compliance with operational processes. Resolve problems and conflicts positively. Ensure compliance with regulatory guidelines and procedures to provide high quality service and outstanding customer care. Any other duties required as part of the role. Skills
Good understanding of the Credit Hire / Repair industry. Goal Focused. Leadership. Effective communicator. Managing performance. Efficient problem solver. Integrity and positive attitude. Attention to detail. Respects Team Members. Decisive. Leads by Example. Adaptability to change. Dealing with complexity, analysing information and implementing change. If this sounds like you, apply today in the strictest of confidence.
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