Location
Rotherham, South Yorkshire | United Kingdom
Job description
Contact Centre Team Manager
Wath-upon-Dearne, Rotherham S63 7ER
£26,456.05 per annum
40 hours per week, Monday to Friday
About us:
G4S and Allied Universal came together in 2021 to create a global business which is now the world’s leading integrated security and facility services company. We offer our employees an immense range of exciting and rewarding long term career opportunities.
We deliver through teamwork and always act with integrity. Our caring culture puts people and safety first. With clients from the public and private sectors including schools and government sites, we assist a wide range of organisations and offer bespoke solutions.
Our G4S Customer Contact Centre in Wath Upon Dearne provides advice and support to the public on behalf of our clients.
About the role:
We are looking for an experienced Contact Centre Team Manager to join our team, working in the Employment Support Services sector of the business, based in our Customer Contact Centre in Wath-upon-Dearne, Rotherham.
As the Team Manager, you will be accountable for leading and managing a team of advisors to ensure operational and quality targets are delivered in line with contractual SLAs.
Working closely with G4S Operations and other Team Managers, you will lead, inspire and motivate direct reports to ensure high employee engagement – ensuring the Contact Centre is a great place to work.
Key Responsibilities:
Oversee and direct the day-to day activities of team members to ensure that service level targets are achieved.
Undertake floor management rotation and take accountability for real-time service and adherence management to meet service SLAs.
Monitor agents and service line performance, analysing daily reports to evaluate and improve individual and team performance and efficiency.
Evaluate and coach advisors through observation and QA analysis to continuously improve call handling performance in line with agreed standards.
Address critical failures immediately to avoid ongoing service or compliance risk.
Motivate, engage and develop direct reports through regular communications, team meetings and one-to-ones.
Support team members with their personal development, coach and mentor existing team members and identify and develop their successors and deputy.
Identify further opportunities for service and process improvements to Operations Manager.
Take work stream ownership of shared initiatives or focus areas that develop and support the G4S contact Centre.
THE IDEAL CANDIDATE:
Essential Criteria:
Experience of working in a Contact Centre environment as a team manager or supervisor.
Experience in working with customers.
Excellent leadership and communication skills.
Strong coaching and people development skills.
Ability to deal with demanding customers, complaints and escalations.
Energetic and motivating individual with a positive attitude.
Creative thinking – able to problem solve.
Benefits
While working for G4S, you are entitled to a number of benefits and offers from G4S partners and other organisations, from employee assistance provided through WeCare, to RAC cover and so much more, including the below;
Progression, training and development catered to you.
Charity work
Refer A Friend incentives
Company pension scheme with employer contributions.
G4S Life Assurance Scheme.
Subsidised healthcare plan.
Charity work- Match-IT and Payroll Giving.
Confidential Counselling Services
24/7 support specialising in health and medical
Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers.
We encourage applications from people from all ages and backgrounds and aim to have a workforce that represents the wider society that we serve at G4S ESS. We pride ourselves on being an employer of choice. We champion diversity, inclusion and well-being and aim to create a workplace where everyone feels valued and a sense of belonging.
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Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .
Job tags
Salary
£26.46k per annum
