Team Lead
Customer Service Advisor Team Lead
Salary: £14.60 per hour
Location: Manchester
Hours: 35 hours per week, Monday to Friday, between 7am - 6pm
Manpower has a fantastic opportunity for the right candidate to become a Customer Service Advisor Team Lead, working on a new desk with our client, Capgemini.
In this role, you will be responsible for running the desk efficiently and effectively ensuring delivery targets are met.
What you'll do
- Resolution of 1st line queries from customers and escalation to Ops Manager when appropriate
- Performance management of Customer Service Advisors, including conducting effective monthly 1-2-1s
- Conducting call monitoring each month, providing feedback sessions with each Customer Service Advisor
- Quality checking to ensure correct process and procedures are being adhered to, including promoting knowledge base usage on every call
- Day to day staff management of up to 15 Customer Service Advisors
- Staff training, coaching and development of Customer Service Advisors
- Daily / weekly / monthly reporting to Operations Managers
- Completion of mid and end of year appraisal, ensuring these are completed in provided time scales
What you'll bring
- Understanding and experience of team dynamics
- Flexible approach
- Professional manner which represents Company's values at all times
- Enthusiastic and confident with a 'can do' attitude
- Team player with the ability to build relationships with both colleagues and external clients
- Resilient and focused on delivering good levels of service through the team
- High focus on innovation and automation resulting in increased efficiency
If you're looking for fulfilling role helping your workforce to take a steppingstone into a career in technology, this could be your next move.
Interested? Apply today!
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