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Contact Centre Team Manager - SJP

Please Note: The application deadline for this job has now passed.

Job Introduction

The successful candidate will manage a sub-team within the ring-fenced SJP Contact Centre.

Responsibilities will include day-to-day management of the Inbound Telephony team.

Working with existing Team Managers the successful candidate will help to develop existing Contact Centre streams to allow for both team growth and IFDS' corporate growth with SJP.

Role Responsibility

Main Responsibilities for the role:

  • Coaching, Feedback & Development of Associates and Team Leaders
  • Absence management
  • ACE Reviews
  • Performance Management of Team Leaders and Associates
  • 1:1's – Team Leaders and Associates
  • To ensure all regulatory training is completed with in timescales for self, Team and Team Leaders
  • Apprentices – Attend Assessor meetings and support Apprentices in the successful completion of NVQ and IOC
  • Recruitment Support
  • Operational Management & Accountability
  • Overcoming objections - escalated cases
  • Assist in the planning and implementation of agreed initiatives
  • Review and understand MI
  • Referral management
  • Chair and actively contribute to team and departmental meetings
  • Ownership of training material and sign off for new starters and
  • Maintaining overall quality score for team and individual Associates
  • Management Company ownership / relationships
  • Complete business process reviews and implement value add solutions
  • Be a role model by adhering to all DST policies and procedures
  • Take ownership of own personal development
  • Manage HR related conversations and processes

The Ideal Candidate

  • Supervisory experience
  • Excellent organisational skills
  • Fluid verbal & written communication / meeting skills
  • Experienced liaising with all levels both internally and externally
  • Ability to review existing business processes and products and suggest improvements to processes
  • Willingness to successfully adapt to changing demands and conditions.  Adapting your behaviour to meet the needs of others as well as yourself
  • Analysing and evaluating information in order to arrive at and draw conclusions that can be implemented to resolve difficult issues

Package Description

  • Competitive annual salary
  • Eligible for annual discretionary bonus (based on individual and company performance)
  • 25 Days holiday
  • 6% non-contributory pension scheme
  • Life Assurance (4 x salary)
  • Family Cover healthcare
  • flex benefits scheme


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