Team Lead

Customer Service Advisor Team Lead

Salary: £14.60 per hour
Location: Manchester
Hours: 35 hours per week, Monday to Friday, between 7am - 6pm

Manpower has a fantastic opportunity for the right candidate to become a Customer Service Advisor Team Lead, working on a new desk with our client, Capgemini.

In this role, you will be responsible for running the desk efficiently and effectively ensuring delivery targets are met.

What you'll do

• Resolution of 1st line queries from customers and escalation to Ops Manager when appropriate
• Performance management of Customer Service Advisors, including conducting effective monthly 1-2-1s
• Conducting call monitoring each month, providing feedback sessions with each Customer Service Advisor
• Quality checking to ensure correct process and procedures are being adhered to, including promoting knowledge base usage on every call
• Day to day staff management of up to 15 Customer Service Advisors
• Staff training, coaching and development of Customer Service Advisors
• Daily / weekly / monthly reporting to Operations Managers
• Completion of mid and end of year appraisal, ensuring these are completed in provided time scales

What you'll bring

• Understanding and experience of team dynamics
• Flexible approach
• Professional manner which represents Company's values at all times
• Enthusiastic and confident with a "can do" attitude
• Team player with the ability to build relationships with both colleagues and external clients
• Resilient and focused on delivering good levels of service through the team
• High focus on innovation and automation resulting in increased efficiency