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Are you currently working as a Team Manager in a Call Centre?

Do you have good understanding of managing, coaching and evaluating a team?

Are you curious, motivated, and forward-thinking?

We have the perfect role for you!

Our client provides an outsourced operational service for UK banks and other financial services organisations. Their Customer Care Department is constantly changing and fast paced team made up of innovative and customer focused individuals. Based on their Cumbernauld site, the Customer Care Team play a vital role in supporting our customers to use our services. Their customers expect world class service and you will be leading a team of Customer Care Advisors who are continuously striving to achieve and exceed our customer's expectations.

The role will be hybrid - working at home and rest of week based onsite in Cumbernauld.

What you will be doing

As Senior Team Manager you will be responsible for managing day-to-day operations for one or more teams of Customer Care Advisors. Providing planning, direction and coaching to both manage and evaluate team performance to ensure customers are receiving the highest levels of service.

* Monitoring operations to ensure adherence to service level standards and company/department policies and procedures.
* Ensuring adequate phone coverage including making decisions regarding scheduling changes.
* Acting as an escalation point for resolving the most difficult customer issues.
* Communicating with clients, vendors and other departments to ensure quality service delivery and customer satisfaction.
* Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes.
* Providing coaching and mentoring to contact centre supervisors and team leads and occasionally to customer service representatives.
* Approves and implements streamlining opportunities and process improvements.
* Coordinates customer service activities with other internal functions.
* Tracks and reports contact centre performance against objectives and goals, i.e., quality, call volume, customer satisfaction, etc.

What you bring:

* Excellent customer service skills that build high levels of customer satisfaction
* Excellent verbal and written communication skills
* Must be detail-oriented and customer-driven, focusing on providing the highest quality products and services to FIS internal and external customers
* Ability to lead and manage large teams effectively
* Working knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software
* Demonstrated problem-solving and decision-making skills
* Demonstrated analytic and root cause analysis skills for process improvement initiatives
* Demonstrates effective people skills and sensitivities when dealing with others

What we offer you

* A fantastic range of benefits designed to help support your lifestyle and well being



Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.