Contact Centre Team Manager

Position: Contact Centre Team Manager

Contract: Permanent, Full Time

Salary: €37,500 Per Annum, paid monthly

To lead and inspire teams to ensure all customers experience an outstanding level of service. Taking responsibility for the management and performance of designated teams. To champion customer service best practice across all the area business’s

promoting quality driven, customer centric relationships. Managing colleagues to ensure the development of an efficient combined multi-functional teams. Managing customer telephony contact routing across Contact Centre and other businesses

across Ireland. Engendering a culture of pride and belief in customer service excellence.

Requirements:

• Drive consistent improvement in relationships, processes and procedures across teams
• Develop excellent working relationships with operations, administration and external contact centres
• Manage team members to ensure customer service excellence at all times
• Drive quality through coaching, monitoring and customer feedback
• Ensure all customer queries are actioned and resolved satisfactorily in a timely manner
• Maintain stable headcount and absence levels to meet business targets
• Ensure teams are developed to be multi business functional
• Understanding of all contact centre processes – across all functions and businesses
• Ensure all staff arrive in plenty of time to start shift by monitoring and
• managing adherence to schedule
• Interact with other team managers to ensure a smooth running of all teams in the department
• Distribute workload to staff accordingly ensuring schedules updated
• Manage shift and holiday process ensuring correct staffing levels at all times
• Guide, coach and develop individuals
• Monitor, review all KPI measurements ensuring all targets achieved
• Monitor, call routing structure to ensure service levels are achieved
• Ensure all team reporting is accurate and distributed in timely manner
• Constantly review development needs of the teams
• Develop relevant training packages
• Regular team meeting
• Provide regular updates and progress against targets
• Communicate updated processes, procedures and any criteria changes in timely manner
• Motivate and drive team to exceed targets
• Undertake other projects and duties commensurate with the post, as required

Critical Competencies

Performance

• Collaborates – Effectively encourages good relationships with colleagues and suppliers

• Proactive - Identifies improvement opportunities and seeks out solutions, communicating issues clearly too senior management as necessary.
• Prioritises – Regularly reviews tasks by urgency and importance to ensure the most effective use of time.

People

• Understands self and others – Awareness of why others act as they do, and uses this information beneficially.
• Develops self and others – Invests time and resources to develop others’ long term capabilities through support, coaching and feedback
• Leads and Inspires – Inspires others by creating and communicating a compelling vision

• Engages – Listens to and acts positively on colleagues feedback and ideas

Pace

• Commercial Insight – Digs deeper and gathers information in order to make sound business decisions

• Entrepreneurial Drive – Drives to achieve and exceed goals, continuously improves business performance

• Initiative – Is proactive in searching for intuitive ways to solve problems

Benefits:

What we offer in return, as well as joining a FTSE100, we also offer you: 

● A Competitive Salary, 

● Sales leads commission, 

● Job Stability & Security, 

● Progression Opportunities, 

● 20 Annual Leave Days, 

● Access to Company Pension, 

● Employee Assistance Program, 

● Refer A Friend Bonus Scheme, 

● Cycle to Work Scheme. 

If you would like the chance to work in this exciting role for an innovative company, please apply. For more information on the Rentokil Initial family, please visit our website 

http://jobs.rentokil-initial.co.uk/

Rentokil Initial are an equal opportunities employer and are committed to creating a diverse working environment. To find out how we process your data, view our privacy policy here.