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Team Manager - Contact Centre

Job Description

Team Manager (Contact Centre)

Cambridgeshire, East Anglia, England

£30-35k per year + relocation

Our client is recruiting for an experienced Team Manager.

Job Responsibilities:

Manage Customer Service performance function within the Contact Centre by working operationally to feed into long-term Customer Care strategy

Create a 'customer driven' culture of continual improvement providing a challenging and rewarding environment in which employees develop, take ownership and become empowered to contribute to meeting business goals

Improve customer service by managing people, establishing and communicating service metrics; monitoring and analysing results and implementing changes


  • Motivate and inspire direct reports to lead their teams to success conducting regular coaching and mentoring session to ensure the highest level of performance
  • Lead and become a cultural advocate for initiatives to increase employee engagement
  • Work closely with HR on all aspects of people management including absence management and attrition
  • Carry out performance management and disciplinary meetings where appropriate


  • Report daily to the Customer Operations Manager to ensure achievement of service levels and consistency in communication and operational processes and procedures across the Contact Centre.
  • Analyse, interpret and report on all Customer Service (Voice) operational performance areas
  • Manage quality and accuracy related performance measures.  Calibrate quality reviews across the Customer Service function
  • Liaise with key internal stakeholders to mitigate against impact of  issues outside of business as usual
  • Resolve and drive measures to reduce complex or contentious/complaint issues, acting as the escalation point for the Voice teams

Experience Required

  • A minimum of one year's experience in Contact Centre leadership role
  • Evidence of delivering and maintaining Contact Centre or service delivery commercial SLA and KPI performance measures
  • Excellent communications skills in English and one of German, Spanish, Italian, Dutch or French and experience of working in a multilingual environment
  • Good numerical skills with the experience and ability to gather, collate and manipulate data to identify opportunities to improve performance
  • Strong organisational capacity with a tried and tested system for diary management, completing actions and monitoring other's completed actions
  • A track record of building personalised relationships with customers

Recruitment Direct is acting as a recruitment agency.



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