Customer Support Team Manager

Job Description

Contact Centre Team Manager

Any 5 from 7 days  37.5 hours per week (includes weekend working)

Hours: 08.30 – 18.00 (8 hours shifts) (30 mins unpaid lunch) 

Competitive salary plus benefits and excellent career development, discounted products and services and much more

Aylesford

We are currently recruiting a for a Contact Centre Team Manager to join the Customer Service team at our contact centre in Aylesford.

Reporting into the Telesales Manager you will be directly responsible for leading and motivating a team of up to 15 contact centre staff. Leading from the front, accountable for the recruitment, selection, ongoing performance, and development of your team, leading a culture of empowerment where every service opportunity is realised.

The Team Manager is the key communication link between staff and the wider business, ensuring effective proactive communication across their team.

What you’ll be doing:

• Be an advocate of change, fully supporting your team and wider department in future visions and technologies
• Providing individual weekly coaching to drive an outstanding customer experience, reduce AHT & improve sales
• Directly responsible for the development of the team, leading from the front and inspiring the team to focus on personal growth.
• Support the leadership team in delivering the strategic plan for the department, including participation in projects as required by the business.
• Effectively use insights and KPI data to identify opportunities to improve revenue, reduce cost and improve customer experience.
• Energise your team to fully participate in incentives and process improvements, ensuring the team understand clear goals & future vision
• Fully embrace the commercial operations communication framework including the delivery of 1:1’s, PDP’s, coaching, huddles & cascades
• Supporting the leadership & resource & planning team to deliver desired service levels 
• Actively owning individual employee engagement plans & supporting the leadership team with department & site wide plans  

You:

• You’ll be a natural people person and problem solver with a real drive to deliver results. 
• Be results orientated, confident, self-motivated with a positive attitude & strong commercial awareness.
•  Have a customer centric approach to business in all dealings with customers, peers, staff and suppliers. 
• Champion a coaching culture, with excellent communication, influencing and negotiation skills, both written and verbal.
•  Have outstanding planning and organisational skills, with an ability to work under pressure and prioritise in a deadline driven environment. 
• Role model Sysco values at all times, leading, inspiring & supporting your team to deliver an outstanding customer experience