Team Manager

  • Location:

    Glasgow, Scotland

  • Sector:

    Call Centre

  • Job type:

    Permanent

  • Salary:

    Up to £28297.00 per annum

  • Contact:

    Jackie Tolland

  • Contact email:

    Jackie.Tolland@search.co.uk

  • Job ref:

    Req/544933

  • Published:

    8 months ago

  • Expiry date:

    2019-12-28

  • Start date:

    27/11/2019 15:54:56

Do you have current experience managing teams?


Are you currently in a team lead role within a Financial Services Call Centre with expert motivation, communication, and influencing skills?

Do you have experience in collections?

If so, Search Consultancy has an exciting new role for you. This vacancy is based Glasgow City Centre. Fantastic opportunity to join a reputable company and make a real difference to the performance and growth, working closely alongside the Senior Operations Team.


Key deliverables

* Responsible for the delivery of department SLAs, ensuring that all compliance, commercial and efficiency targets are met or exceeded.
* Identify Team Leader and agent performance versus targets; providing guidance and coaching to translating these into appropriate performance appraisal feedback, development plans or formal procedural action.
* Maintain expected team standards and ensure best practice people management by conducting all people management related activity, including disciplinary hearings, attendance reviews, return to works, flexible working requests and performance improvement activity in accordance with Company policy.
* Responsible for working proactively and constructively with other company stakeholders to establish and maintain department compliance, performance, policies and procedures whilst shaping a 'can do' culture.


Key Tasks include;


* Conduct regular appraisal sessions with all agents and team leaders, using relevant documentation.
* Review Team Leader and agent performance data to direct coaching as required. Lead bi-weekly team review sessions to decide performance management interventions on all areas of agent performance
* Conduct coaching observations using documentation
* Cover a rotation of required hours across weekdays and weekends; ensuring the security of the department when lines close and operators leave
* Support Agent and Team Leader recruitment as required.

Required skills and experience


* Proven track record of team leadership, coaching and performance delivery in a contact centre role, ideally within an outsource environment.
* Proven track record of delivery and experience of inbound and outbound collections
* Ability to communicate and influence with gravitas at all levels within the organisation, experience in leading meetings with a junior management team and stakeholders and represent the company in interacting with clients or external third parties.
* Commercially aware, possessing sound business acumen and the ability to analyse and interpret data.

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.