Customer Excellence Team Manager
Posted 15 days ago
- Watford, Hertfordshire
- Contract
- bonus + benefits
- £35,000 to £38,000 /Yr
- Sponsored
- Expires In 13 days
Role: Customer Excellence Team Manager
Location: Watford (hybrid 3 days office/2 days home after training period)
Salary: Up to £38,000 DOE + bonus + benefits
Hours: 37 per week (Mon-Sat 8am-8pm Sun 9am-5pm)
This is an exciting opportunity for an experienced contact centre Customer Excellene Team Manager to join my watford based client. Leading a team of up to 15 Inbiund Agents.
Do you have experience leading a contact centre team who speak to vulnerable customers?
Do you strive for customer excellence?
Duties of the Customer Excellence Team Manager:
Manages/supervises the daily management & acts as an expert in a customer contact related discipline.
Has strong knowledge of company products with a view of being a subject matter expert to agents & colleagues.
Solves complex problems when they arise whilst being innovative in their approach.
Understands customers needs & is able to manage/diffuse tense or difficult customer situations.
The ability to make decisions guided by functional support.
To demonstrate success in managing & improving absence within a contact centre
Review & improve AHT (Average Handling Time) within your team.
Shows accountability in managing & closing complaints within Internal timeframes.Skills and experience of the Customer Excellence Team Manager:
Proven People Management experience
Experience of leading a team within a customer service environment
Ability to use Microsoft Office Applications · Knowledge of CRM solutions e.g. SAP/Gem Suite
Experience in analysing & using data to support development & performance of Contact Centre AgentsPlease follow the link to apply for this contact centre Customer Excellence Team Manager role based in Watford
Location: Watford (hybrid 3 days office/2 days home after training period)
Salary: Up to £38,000 DOE + bonus + benefits
Hours: 37 per week (Mon-Sat 8am-8pm Sun 9am-5pm)
This is an exciting opportunity for an experienced contact centre Customer Excellene Team Manager to join my watford based client. Leading a team of up to 15 Inbiund Agents.
Do you have experience leading a contact centre team who speak to vulnerable customers?
Do you strive for customer excellence?
Duties of the Customer Excellence Team Manager:
Manages/supervises the daily management & acts as an expert in a customer contact related discipline.
Has strong knowledge of company products with a view of being a subject matter expert to agents & colleagues.
Solves complex problems when they arise whilst being innovative in their approach.
Understands customers needs & is able to manage/diffuse tense or difficult customer situations.
The ability to make decisions guided by functional support.
To demonstrate success in managing & improving absence within a contact centre
Review & improve AHT (Average Handling Time) within your team.
Shows accountability in managing & closing complaints within Internal timeframes.Skills and experience of the Customer Excellence Team Manager:
Proven People Management experience
Experience of leading a team within a customer service environment
Ability to use Microsoft Office Applications · Knowledge of CRM solutions e.g. SAP/Gem Suite
Experience in analysing & using data to support development & performance of Contact Centre AgentsPlease follow the link to apply for this contact centre Customer Excellence Team Manager role based in Watford