Role details

Senior Team Manager

Glasgow   •   £25,000 - £27,000   •  Permanent

Bullet points

  • Senior Team Manager role within Glasgow city centre
  • Managing Team Managers in an outsourced enviroment

About Our Client

My client has grown into one of the UK's leading multi-channel service providers supporting companies large and small and across the public and private sector.

Job Description

The Senior Team Manager will drive performance and quality across the Team Manager and Agent population. You will also be responsible for the delivery of campaign performance and achievement of KPI's to meet client and business objectives. You will lead on change delivery, business performance delivery & adherence to quality standards.

  • Work with the Operations Manager to review and adapt your practices to ensure that your compliance monitoring is adjusted to adequately cover current requirements.
  • Support and lead change delivery across all teams
  • Ensure Team Managers achieve required call monitoring and is evidenced and tracked and follow-up on actions identified as a result of monitoring to ensure ongoing development and risk reduction.
  • Create and maintain a regulated and compliant sales environment through leading by example, motivating and developing a team through coaching.
  • Working with the Operations Manager develop and lead campaign strategy to increase morale and performance.
  • Support and develop individual team manager objectives, monitoring performance and conducting regular one to one coaching sessions
  • Management & delivery of team performance against targets
  • Strategic management, forecasting and delivery of financial performance of campaigns

    Management and delivery of quality assurance and compliance objectives

  • Performance management of direct reports

The Successful Applicant

The successful senior team manager will ideally come from an outsourced, fast paced call centre environment and have experience managing team managers/leaders. You will be a strong manager and leader and will drive performance by leading from the front. Other attributes desired are:

  • Competent using MS Excel, Word and Outlook
  • Ability to motivate and engage staff at all levels
  • Excellent communication and interpersonal skills; customer focused when dealing with a range of people inclusive of client facing
  • Excellent time management, effective meeting skills and proven ability to plan and control
  • Show resilience and confidence amongst peers and management and remain solution driven and engaged

What's on Offer

A salary between 25 - 27K + Bonus + Benefits.

Apply for this job

Click the Apply or LinkedIn button below or contact Alana McNaught on 0141 331 7936 quoting job reference 13476379
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