Contact Centre Team Manager

Contact Centre Team Manager

Here at Conduent we are looking for an experienced Contact Centre Team Manager to lead coach and motivate the Contact Centre Team Leaders to enable them to deliver outstanding performance in all areas of the department whilst working within their agreed headcount reporting to the Senior Delivery Manager.

Conduent are a Global Business Processing Outsource company. This role will be supporting a busy transportation client and involves the department who deal with the managing of customer calls web chat and correspondence. Being enthusiastic and motivated to deliver an outstanding level of service is paramount to our global & mission-critical services.

• Contract: Permanent
• Location: On-site in Leeds LS11 5BD
• Salary: Competitive
• Shifts: 37.5 hours per week - Monday to Friday office hours with shared remote on call responsibilities on a rotational basis at evenings and weekends.

Your responsibilities will include:

• Ensure all Team Leaders are reviewed regularly against the Contact Centres main KPIs.
• Continually encouraging individuals to personally develop & improve their teams performance & skills.
• To communicate effectively with the team peer group line management external customers and business contacts. Working as an effective member of the local management team.
• To ensure adherence within the team to agreed Contact Centre procedures in order to ensure consistency of process and procedures Inchcape guidelines and optimisation of operational efficiency.
• Coaching front-line Team Leaders to enhance performance.
• To give processes and business updates to the team.
• Examining known best practices for continuous improvement.
• Reviewing performance statistics and addresses improvements.
• Engage with the client for regular business updates.
• Responsible for Managing a group of Team Leaders
• Manages hiring and termination actions.
• To be accountable for functional operational and/or program management.
• To receive guidance from Contact Centre Manager.

What we are looking for:

• Demonstratable experience in leadership to deliver results and create a long lasting and effective relationship with the client and its customers.
• An empathetic approach to customers in difficult situations.
• Being able to adapt and work in a fast-paced environment.
• Experience in performance statistics and KPI management.
• Broad technical expertise and company/industry knowledge.
• Understanding concepts and application in the field of expertise.
• A growing knowledge of other disciplines.

What we offer you:

• 33 days annual leave (inclusive of bank holidays)
• Life Assurance x4 annual salary
• Private Dental Plan
• Private Medical Insurance (Aviva)
• Income Protection Scheme
• EAP including local discount
• Excellent Online Learning Platform
• Cinema Society Discounts
• Apprenticeships
• Free Eye Tests
• Mentoring Programs

Travel & parking information:

We are based a short 1015-minute walk from Leeds railway station. Please be aware that parking availability onsite is not guaranteed.