Job Ref: 213228610

Date: 2021-02-22 15:55:07

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Role: German Speaking Contact Centre Team Manager
Location: Milton Keynes
Salary: up to £33k pa
Hours of work: shifts between 7am and 7pm
 
Centric Talent are delighted to be recruiting for an Experienced Fluent German Speaking Contact Centre Team Manager to join our client’s team based in Milton Keynes. 
Reporting to the operations Manager you will be responsible for the management and workflow of up to 12 agents working on one of the most prestigious international banking clients.
This is a fast-paced role that requires a strong level of leadership, organisation, and customer focus experience with an excellent eye for detail to ensure that your team meet targets and delivers a second to none customer service to all customers 1st time around.
The role is focused on Service Delivery Management, quality process delivery and team management and we are looking for someone who is an experienced team manager ideally in a contact centre environment and who has exceptional experience of people management as you wil be the escalation contact for all day-to-day activities within your team.
Our client is a global digital payments provider with UK offices in Milton Keynes and Coventry, they have a real team ethos throughout the business and like to reward staff with recognition and ongoing training and development whilst working in a fast-paced fun environment.
About the role:
 
  Deliver the allocated part of the operation within agreed budgets, service levels and business targets.
 Manage day to day line activities.
 Participate in regular, proactive reviews of operational processes.
 Manage business processes, such as time and attendance.
 Challenge process and procedure to improve service delivery.
 Develop an expert understanding of core processes and procedures relevant to own and other Departments.
 Be a reference point for organization to check process and procedures.
 Design and review procedures to move the Department forward.  
 Review and interpret management information, performing analysis with a view to predicting and proactively improving operational and campaign productivity and success rating.
 Contribute to resourcing and recruitment planning.
 Regularly appraise and review your team in line with Company policies.
 Ensure training and development plans are maintained for all team members.
 Take control of operational attendance and retention levels.

Skills and Experience

Expert understanding of MI to drive performance across Departments and identify areas for revenue opportunities.
Experience Managing a team
Native Level German written and Speaking.
Excellent level of English both written and spoken.
3 years plus Contact Centre Management Experience,
Ability to set action plans.
Ability to lead a team to achieve business results with minimal support.
Previous Experience of client delivery within a contact centre environment
Ability to manage staff against agreed internal quality targets.
Experience of performance management and disciplinary measures, as necessary. 
 
Benefits of joining our client.

Competitive Salary up to £33k pa
ongoing training and development provided by a dedicated onsite training department.
29 days holiday (With the option to buy/sell an additional 5 days)
Limited free on-site parking
Peoples Pension scheme
Onsite Canteen
Discounted gym membership
MediCash Plan (On completion of 4 months service) 
Please note, all successful applicants will be subject to a financial background and criminal record (DBS) check as part of the recruitment process.

If you think this role is for you, please click apply and one of our recruitment team will be in contact with you to discuss in more detail

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