Customer Service Team Manager - Luxury Retailer (Coventry City Centre)
Sitel is an award-winning outsourced call centre provider that has been a leader in its field for 30 years on an international basis. Sitel works with some of the largest global brands across a varied selection of markets.
We are looking for Team Managers to join Coventry’s newest campaign on a temporary basis.
You will be working with a luxury high street retailer, leading their team to high standards across their busy festive period.
About the role-
·You will lead your team to meet and exceed business objectives and client service levels.
·Have direct involvement in the recruitment process, as well as on-going training for the advisors.
·Continually review and monitor the performance of your team of agents, by conducting on-going call quality and one-to-ones on a regular basis.
·To provide clear guidance and feedback to your team by facilitating any messages from operations.
·To facilitate a people first culture, encouraging open, two way communication throughout your team.
·The effective day-to-day management of your team, as well as tracking lateness and absence and taking relevant action in line with HR policy.
You will have-
·Experience of working within a contact centre, preferably as a mentor, coach or supervisor.
·Evidence of effective interpersonal, coaching and leadership.
·Good numeric and verbal reasoning skills.
·Effective time management.
·Problem solving skills.
·Performance management skills.
Hours- Full time must be flexible between 8.00am-10pm Monday- Friday, 9am-5pm Saturday & 10am-4pm Sunday.
Pay- up to£19,000 based on experience, plus great corporate benefits!
Contract- Fixed term until Jan 2017
- Working with a highly recognised brand
- Attractive bonus.
- 25% discount on The White Company products
- A generous holiday allowance
- Pension schemes
- Plus several discounts and incentive scheme