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 scalesWhat 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