COVID-19

Contact Centre Team Manager

Full Time

DDC Outsourcing Solutions

Contact Centre Team Manager Birmingham

Apply Now

Do you want to be part of unique family who are currently on an exciting journey of growth and change? Then look no further than DDC Outsourcing Solutions!

Due to continuous success and growth, DDC Outsourcing Solutions are now expanding our team and on the lookout for Contact Centre Team Managers to join us at our office in Birmingham!

These are hybrid working roles working 39 hours contracted hours per week between 8:00am and 8:00pm Monday to Saturday. You may also be required to work bank holidays.

What can they offer you in return?

  • Salary Dependant £25-£30k DOE
  • 28 days holiday per year, with more days earned for continued service
  • Enrolment to a contributory pension scheme (starts after 3 months)
  • Enrolment to the DDC Wellbeing programme that offers physical, mental, and financial support
  • Access to professional financial advice
  • Death in service
  • Access to GymPass
  • All equipment and furniture to ensure you are all geared up for working from home (where applicable)

And if that wasn’t enough! We also offer:

  • Breakfast Club (free breakfast on site every morning)
  • Recommend a Friend Bonus
  • Incentives, fun days, events and much more!

What will I be responsible for?

As a Contact Centre Team Manager, your day to day duties will include:

  • Coaching, motivating and developing appropriate behaviours in the team.
  • Inspire performance through team briefs, one to ones and coaching sessions with team members.
  • Ensure that the team’s calls and back office processes are handled to the required qualities and regulations by analysing calls checking inputs (either remotely or side by side) and giving feedback.
  • Ensure that information input by team members is accurate by carrying out regular quality checks on random calls/emails/processes
  • Lead by example by taking the more complex/complaint calls.
  • Take appropriate performance management actions in line with HR requirements.
  • Identify trends in team and individual performance and feedback with improvement actions if required.
  • Contribute to the overall management and results of the department.
  • Day to day resource planning for your team.
  • Maintaining customer information and records in line with the DPA and our internal Information Management Security processes.

Essential Skills

What do you need?

As the ideal Contact Centre Team Manager, you will have previous experience of leading a team in a customer service environment in a fast paced contact centre environment. You will also possess:

  • Previous Team Leadership and coaching experience
  • Good knowledge of HR processes to effectively manage a team
  • Good standard of written and verbal communication skills
  • Ability to adapt in a fast paced changing environment
  • ILM Accreditation or similar would be advantageous

Our strongest asset is our people. We understand the importance of this – after all, ‘fun’ is one of our core brand values. We promote a friendly work culture with both team and individual incentives and support our working family with excellent training and continuous coaching to help you succeed in achieving your targets.

About Company

About the company

With over 30 years of experience DDC Outsourcing Solutions, part of The DDC Group, is a highly experienced provider of business processing and customer experience services. Our transformational solutions continue to be delivered across the globe, from the UK to Bosnia, the Philippines and beyond. Our global, multilingual, highly skilled workforce power many leading brands.

If this sounds like the right career move for you, click apply to be our Contact Centre Team Manager!

Essential Requirements

What do you need?

As the ideal Contact Centre Team Manager, you will have previous experience of leading a team in a customer service environment in a fast paced contact centre environment. You will also possess:

  • Previous Team Leadership and coaching experience
  • Good knowledge of HR processes to effectively manage a team
  • Good standard of written and verbal communication skills
  • Ability to adapt in a fast paced changing environment
  • ILM Accreditation or similar would be advantageous

Our strongest asset is our people. We understand the importance of this – after all, ‘fun’ is one of our core brand values. We promote a friendly work culture with both team and individual incentives and support our working family with excellent training and continuous coaching to help you succeed in achieving your targets.

COVID-19 Contact Centre Team Manager Birmingham

Apply Now

Tagged as: Contact Centre Team Manager