Call Centre Team Manager -Coventry

Hollyfield Personnel
Bermuda Park
£25,000 per annum
29 Jul 2017
16 Aug 2017
Contract Type
Full Time

Hollyfield Personnel are working in partnership with their successful Coventry based client who is currently recruiting for a Call Centre Team Manager to join their team on a permanent basis.

This role is based on expansion within the company and to start as soon as possible.

Main Duties:

  • Being responsible for the daily running and management of the team
  • Day to day management of a team of up to 12 staff
  • Meeting and exceeding customer service targets
  • Highlighting areas for improvement and development
  • Ensure that all calls are answered by staff within agreed time scales
  • Co-ordinate and motivate call centre staff
  • Setting and meeting performance targets for speed, efficiency and quality
  • Handling escalated and complex complaints and enquiries
  • Overseing performance reviews, attendance, schedules and disiplinary processes
  • Adhering to company policies and procedures
  • Will be responsible for the daily running and management of the team through the effective utilisation of resources
  • Assisting with coaching and development to help maximise performance.
  • Motivate the team, pushing to meet KPI’s and all targets set
  • Liasion with other managers and key stakeholders

Key Skills:

  • Experience in leading and managing call centre teams.
  • Good communication skills.
  • Ability to multitask and prioritise workloads.
  • Ability to work in a fast paced and pressured environment dealing with high volume calls
  • High standards of accuracy.
  • Ability to maintain confidential information
  • Be very self motivated and lead by example.

Hours of work:

37.5 hours per week



Due to the volume of responses we receive, if we do not contact you within the next 5 days, unfortunately you have not been successful on this occasion.

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