Contact Centre Team Manager

CCP are proud to be supporting an amazing client with the appointment of a Contact Centre Team Manager to start ASAP. Leading a team of up to 12 (office, hybrid or home based) Agents, you would be expected to work on a hybrid basis, working 1 or 2 days in their stunning office in Canary Wharf. Are you a motivational and proactive customer service Team Manager seeking an exciting new challenge?Are you able to blend your focus appropriately between deliverables and maintaining an optimal level of team engagement? You will ensure that the team consistently offers a professional and exceptionally high-quality service to resolve various enquiries through phone and email correspondence. Team Managers play a vital role in this complex contact centre environment, taking on managerial responsibilities including motivation, engagement, performance management and improvement. This unique Team Manager role would suit someone with at least two years leadership experience, who can strike an effective balance between professionalism, deliverables and team engagement. You will be expected to retain large amounts of complex information and lead from the front when necessary. Key Accountabilities (not limited to):

• Effectively manage workloads, quality, people and change.
• Be a role model and provide leadership ensuring team engagement and motivation.
• Manage a team of talented Agents to consistently provide exemplary service in all customer interactions.
• Manage the department's workloads on a daily basis with quality meeting the companies' standards.
• Take ownership of the team and department performance, including staff development, risk mitigation, team and personal knowledge and compliance.
• Seek to make continual improvements and ensure that changes are positively implemented.

The successful Team Manager will:

• Be customer centric, focused on service and SLA delivery.
• Be driven to get the best out of their team, balancing understanding with deliverables.
• Be engaging and people focused, whilst being able to be firm when needed.
• Be able to follow complex procedures, processes and policies.
• Thrive under pressure.
• Be able to effectively manage priorities and departmental workloads.
• Have excellent communication and interpersonal skills.
• Proactively work on own initiative whilst being able to take direction constructively.

Benefits:

• 22 days annual leave plus bank holidays, increasing with service.
• Pension scheme.
• Private health insurance.
• Holiday purchase scheme.
• Personal LinkedIn Learning licence for access to thousands of training courses.
• Social events.

Apply today if you meet all the above requirements and would like to be considered for this exciting opportunity as a Team Manager. For more information, please contact Tim Campion on or . ABOUT CCP CCP are experts in Customer Operations and CX recruitment. Our network is vast, and since 2010 we've built an incredible reputation for successfully collaborating with people and delivering great service. We focus on partnering with clients and immersing ourselves in their brand when they're searching for experienced, culturally aligned talent. We're proud to support hundreds of customer centric brands; many instantly recognisable, some lesser-known start-ups. In addition to searching for talent as a recruitment partner, we also help clients build their candidate attraction and employee retention strategies.