Digital Team Manager

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Role: Digital Team Manager
Location: Sale, Manchester
Salary: £32,000 + 10% Bonus
Hours: Mon-Fri 8am-8pm. Sat 9am-1pm

Are you a Team Manager striving to bring the Contact Centre environment into the new digital age?
Do you aim for the highest possible standards of Customer Service every day?

CCA are recruiting for a Digital Team Manager to lead a team of advisors responsible for dealing with customer communications through various digital channels. To grow a team that offers various forms of digital communication to customers. And deliver a first-class customer service through effective leadership and encourage a culture of ownership.
In addition to the above, as a Digital Team Manager you will -

Monitor team workflows and prioritise as required
Help to shape team SLA's/KPI's that sets both colleague and customer up for success whilst providing measurable value
Be the first point of contact for escalated complaints, ensuring that our customer dissatisfaction process is adhered to
Work collaboratively with coaches and QA to deliver on quality and performance
Make recommendations on customer engagement initiatives
Be proactive in all recruitment, induction and training, ensuring an environment where people want to work.
Coach and develop direct reports, improving their individual and collective
Lead a high-performance team, developing talent and addressing under-performance through supportive performance management.
Actively contribute to improving the Customer Care team processes and procedures
Develop an in-depth knowledge of company products, systems, business and processes.
Act as a role model for our core values, developing processes and rewarding behaviour in line with these.
What experience should our next Digital Team Manager have -

12 months experience of managing and coaching a Customer Service Team in a contact centre environment
Previous experience of leading a Telecoms or Utilities Customer Service team preferred, but not essential
Previous experience embedding and/or utilising digital customer contact methods (Webchat, two-way messaging etc) preferable
Evidence of meeting / exceeding KPI & Quality targets.
Ability to identify Quality Assurance gaps, and evidence of successfully addressing the issues.
Experience of effectively handling escalated queries.
Skills -

Excellent written and verbal communications skills at all levels.
A proactive approach to problem-solving.
High level of attention to detail and organisation
The drive and determination to improve our advisor's knowledge in the role
A genuine interest in your own development and learning needs
A professional, friendly, and helpful demeanour

Qualifications and other requirements

I.T. literate, knowledge of the effective use of Microsoft (Word, Excel PowerPoint), essential.
Stable employment record with proven management experience.
Strong Mathematical skills.
Apply now for this exciting Digital Team Manager opportunity
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting you CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, your personal data will be held on our secure internal CRM system for a maximum period of 48 months. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 48 months inactivity your CV will be deleted permanently from our database
  • 1
  • Negotiable
  • None
  • None
  • CV-189730
  • Permanent
  • 11

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