Team Manager

Job Summary:
We are seeking a dynamic and motivated Team Manager to join our fast-paced Contact Centre. The ideal candidate will be responsible for managing a team of customer service agents, ensuring the delivery of high-quality customer interactions, and driving performance improvements. This role is ideal for an experienced agent looking to advance their career or someone with at least one year of people management experience, ideally within a contact centre environment.

Key Responsibilities:

• Team Management:
  • Lead and manage a team of customer service agents, ensuring they meet performance and service standards.
  • Conduct regular 1:1 meetings with agents to provide feedback, support, and guidance.
  • Monitor and manage sickness, absenteeism, and overall team attendance, implementing corrective actions as needed.
  • Foster a positive and collaborative team environment, encouraging innovation and continuous improvement.
• Performance Monitoring & Reporting:
  • Conduct call evaluations and quality assessments to ensure agents are providing excellent customer service.
  • Prepare and present weekly performance reports for agents,...