Contact Centre Team Manager

Contact Centre Team Manager

Job Overview

Location
Darlington, England
Job Type
Full Time Job
Job ID
4014
Date Posted
1 year ago
Recruiter
Sophy Martin
Job Views
102

Job Description

What you’ll be doing:

  • Motivate, lead and inspire the team to deliver excellent customer service.
  • Empower team and provide support to ensure staff increase their technical competency, improve the efficiency of their delivery and achieve the agreed level of quality output,  whilst ensuring individual, team, and departmental objectives are met.
  • Be a positive role model for staff exhibiting the level of enthusiasm, commitment, and professionalism expected.
  • Ensure the team and self adhere to company absence, conduct and capability policies and comply with Quality Management systems, regulations and policies from Capita and relevant regulatory bodies.
  • Effectively communicate all relevant updates to the team using the most effective communication channels. 
  • Resource management including Daily/Weekly demand data analysis and evaluation of resource availability to ensure contracted and operational targets are achieved, not only within their own team but also by supporting other teams as and when required.
  • Actively represent the team in department and company activities / projects and engage the team in discussions and plans.
  • Drive and embed best practice across the team in respect of people and workload management activities.

What we’re looking for:

  • Strong leadership skills with the ability to motivate and inspire your team
  • Demonstrable experience of managing a telephony/contact centre team
  • Target and KPI driven
  • Office 365 proficient across all sites
  • Experienced working in a fast paced environment

About Capita Pensions Solutions:

At Capita Pension Solutions (CPS), we create and implement resilient and responsible pension strategies to help your organisation and your people look forward to a more secure financial future. From pensions administration and consultancy, to the latest technology and engagement techniques, we help ensure sustainable investments which support your success. Join us and discover better ways to engage with and value today’s employees.

What’s in it for you?

  • A competitive basic salary
  • 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
  • The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
  • Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
  • Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
  • Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

Equal Opportunities

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive

Job ID: 4014

Similar Jobs

Disney Company

Full Time Job

Contact centre team manager Contact centre team manager

Job Summary:ABC Signature is seeking a dynamic, highly motivated Executive Assis...

Full Time Job

Cargill

Full Time Job

Contact centre team manager Contact centre team manager

Job Purpose and ImpactThe Load - Unload Production Supervisor will provide strat...

Full Time Job

Disney Company

Full Time Job

Contact centre team manager Contact centre team manager

Job Summary:The Digital Editorial associate editor is a full-time position that ...

Full Time Job

Disney Company

Full Time Job

Contact centre team manager Contact centre team manager

Job Summary:The NewsOne Production Associate position edits video, encodes and d...

Full Time Job

Cookies

This website uses cookies to ensure you get the best experience on our website.

Accept