Job Seeker Options
Position Title:
Supervisor / Team Manager
Salary:
£22000 - £26000/annum £22 -26k
Location:
Havant, Chichester, Petersfield, Waterlooville, Po
Date Posted:
18/05/2012
Agency/Employer:
Description:
The Team Leader / Supervisor is responsible and accountable for the overall results achieved by the team. To deliver the correct quantity and quality of appointments as per the company's current yearly business plan.
To provide a strong sales orientated style of leadership of the teams with responsibility for the achievement of performance bonus and motivation, people management, planing and procedures for the team.
To achieve the department benchmarked standards.
This is a hand-on role and the Team Leader / Supervisor will be required to contribute to the success of the team by spending some of there time on the telephone.
Responsibilities will include:
*Motivate, lead and manage a team of operators.
*Conduct coaching for operators.
*Quality check operator performance actions.
*Carry out motivational team briefings .
*keep fully up to date with knowledge of ongoing company initiatives / new products / services.
*To keep team members updated on same and provide relevant literature / scripts as necessary.
*To ensure that the operator is aware and understand the implemented regulations such as Data Protection and Telephone Preference Service.
*Team Leaders are expected to provide flexibility by covering the working week.
You will also
*Attend, action and participate in required team / management meetings.
*Present information and results with clear interpretation
*Co-ordinate and approve timesheets with input for staff wages and bonus.
*Provide written input to the house newsletter.
*implement the resource plans and understand performance stats taking measures to correct.
*Achieve team and personal targets.
*Update when necessary team members personal files and Company staff records.
*Comply with the Company Health & Safety Policy.
*Ensure procedures are adhered to in line with the Company Employment Control System.
*Accept and action customer complaint calls and escalation according to process and procedures, and deal with customers, in a highly proficient manner.
The Person:
*Previous supervisory experience in a call centre environment.
*Experience of resource planning.
*Experience in interpretation and use of performance data.
*Previous knowledge of motivating teams.
*Strong planning and organisation skills and ability to manage conflicting priorities.
*Ability to handle people management issues with tact, diplomacy and maturity.
*Excellent communication and call centre skills.
*Quick to interpret processes and manage others in adapting and applying processes.
*Able to identify reporting needs and take action in a fast moving environment.
*Dynamic interpersonal and appraising skills.
*Can cope when under pressure and ability to "multitask".
*Confidence in dealing at all levels including Senior Management.
*Competent IT skills to include Word and the ability to produce charts and statistics using Excel.
You must be able to be flexible with your working hours as there is a 1 in 3 weekend rota.
Excellent benefits
To provide a strong sales orientated style of leadership of the teams with responsibility for the achievement of performance bonus and motivation, people management, planing and procedures for the team.
To achieve the department benchmarked standards.
This is a hand-on role and the Team Leader / Supervisor will be required to contribute to the success of the team by spending some of there time on the telephone.
Responsibilities will include:
*Motivate, lead and manage a team of operators.
*Conduct coaching for operators.
*Quality check operator performance actions.
*Carry out motivational team briefings .
*keep fully up to date with knowledge of ongoing company initiatives / new products / services.
*To keep team members updated on same and provide relevant literature / scripts as necessary.
*To ensure that the operator is aware and understand the implemented regulations such as Data Protection and Telephone Preference Service.
*Team Leaders are expected to provide flexibility by covering the working week.
You will also
*Attend, action and participate in required team / management meetings.
*Present information and results with clear interpretation
*Co-ordinate and approve timesheets with input for staff wages and bonus.
*Provide written input to the house newsletter.
*implement the resource plans and understand performance stats taking measures to correct.
*Achieve team and personal targets.
*Update when necessary team members personal files and Company staff records.
*Comply with the Company Health & Safety Policy.
*Ensure procedures are adhered to in line with the Company Employment Control System.
*Accept and action customer complaint calls and escalation according to process and procedures, and deal with customers, in a highly proficient manner.
The Person:
*Previous supervisory experience in a call centre environment.
*Experience of resource planning.
*Experience in interpretation and use of performance data.
*Previous knowledge of motivating teams.
*Strong planning and organisation skills and ability to manage conflicting priorities.
*Ability to handle people management issues with tact, diplomacy and maturity.
*Excellent communication and call centre skills.
*Quick to interpret processes and manage others in adapting and applying processes.
*Able to identify reporting needs and take action in a fast moving environment.
*Dynamic interpersonal and appraising skills.
*Can cope when under pressure and ability to "multitask".
*Confidence in dealing at all levels including Senior Management.
*Competent IT skills to include Word and the ability to produce charts and statistics using Excel.
You must be able to be flexible with your working hours as there is a 1 in 3 weekend rota.
Excellent benefits
Job Type:
Permanent
Start Date:
ASAP
Job Ref:
109177277
