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Contact Centre Team Manager Digital

Job LocationMorley, Leeds
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

We’re searching for two outstanding Team Managers in newly created roles to join our client’s award-winning multi-channel contact centre.Your role will be to lead a brand-new team supporting their client’s customers in becoming more digitally confident by giving them the information and support they need to service their accounts online.We are looking for a someone with experience as a manager in a digital contact centre environment that has a real focus on continuous improvement. Someone who is passionate about delivering extraordinary customer experience, ensuring customers are at the heart of every decision. Their office is based in Morley with free on-site parking. They offer their colleagues the flexibility to work from home for up to half of their working hours.Responsibilities:

  • Lead a team of c. 15 Digital Customer Coordinators in a complex and ambitious operation to ensure they are doing the right thing for customers and the business
  • Develop your team’s performance through monthly 121s and ongoing training and coaching, so that they can successfully support customers across several channels including telephony, digital messaging and social media
  • Work with other leaders to deliver operational improvements in line with the wider business Customer Experience and Digital First strategy
  • Empower, motivate and lead your team to meet service levels including SLAs, CSAT, VoC and Quality Assurance
  • Build relationships with colleagues across the business, including L&D, Risk & Compliance and Digital
  • Daily management of your team and conducting team meetings
  • Adhere to People Policies
  • About you:You will:
  • Have significant management experience in a Digital Contact Centre environment
  • Be truly passionate about people development and customer experience
  • Have previous experience in driving continuous improvement
  • Have experience in a fast paced and agile environment
  • Be able to deliver under pressure, manage your time optimally and work on your own initiative
  • Have excellent analytical, decision making and problem-solving skills
  • Be self-motivated, ambitious and driven
  • APPLY NOW

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