About the job
Join a dynamic and rapidly expanding company located in the heart of South Birmingham, where exceptional Team Managers are in high demand. This is an excellent opportunity for those looking to advance their careers in a progressive environment.
As our client experiences significant growth, they are seeking two additional Team Managers to enhance their operations.
Key Responsibilities:
- Lead and manage a team of 10-15 customer service advisors.
- Provide guidance and support to the operational team and call centre staff.
- Conduct monthly one-on-one meetings to evaluate Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Deliver side-by-side coaching and constructive feedback to team members.
- Review and improve company policies and procedures to optimize customer satisfaction.
- Oversee customer journey and complaints, ensuring resolutions on the first contact.
- Assist advisors in navigating challenging calls using your expertise and experience.
This is a permanent position with interviews scheduled over the coming weeks. Candidates must possess a minimum of two years of management experience.
Working Hours: Flexibility is required as the role involves working between 8 AM and 8 PM from Monday to Friday, with a commitment to 1 in 4 Saturdays.
