Contact Centre Team Manager

About this role:

We are looking for an enthusiastic and well-motivated individual to join our Contact Centre Team as a Contact Centre Team Manager , the main purpose of this role is to drive the Sales & Customer Service Team to provide World Class service.

What will you be doing?

As the Contact Centre Team Manager, you will need to demonstrate effective coordination and provide clear leadership to the team to achieve a meaningful and value added customer experience.

On a daily basis you’ll be responsible for:

• Leads a team to deliver individual and team efficiency and qualitative performance targets
• Coordinates workloads to ensure maximum productivity, as measured through agent availability metrics
• Motivates, Coaches and Develops all team members, through planned call monitoring and evaluation sessions, one-to-one coaching and feedback, remote and side-by-side monitoring
• Demonstrates the ability to communicate and engage with all members of the team, maximising their performance and translating business goals in a meaningful and innovative way
• Supports the Contact Centre Manager to deliver business targets and objectives through ad-hoc project activity
• Acts as an escalation point for Customer Service and Sales Advisors, liaising directly with customers as appropriate
• Demonstrates appropriate service recovery behaviours; (i.e. liaise with other departments to resolve customer issues)

Essential

• Experience in conducting effective team meetings, delivering business updates, inspiring and motivating team members
• Strong people skills with an excellent coaching ability.
• Outstanding IT skills, especially Microsoft Office, and working knowledge with CRM systems and software.
• Strong communication skills
• Ability to make difficult decisions and thrives in a fast-paced environment
• Flexibility and strong organisational skills
• A strong understanding of contact centre best practices, performance metrics, and KPIs.
• Ability to constantly adapt to process changes
• Demonstrable experience of driving cross-functional teamwork, building effective relationships to drive a culture of calibration and cohesiveness
• Must have previous experience of leading and developing a team within a contact centre environment

At BDR Thermea Group, we believe that diversity, equity, and inclusion (DE&I) are critical to our success. We are committed to creating a workplace where every potential future employee feels valued, respected, and empowered to bring their whole selves to work. Please check out our DE&I policy on our website to find out more.

What’s it like to work at Baxi UK and Ireland?

Baxi is a heritage heating and hot water solutions provider with big ambitions to change the way we think about and use energy. We’re focussed on driving the conversations and spearheading the change that will enable us to make this happen. We have some of the best-known and trusted heating and hot water brands for residential and commercial customers including Baxi, Main, Megaflo, Remeha, Andrews Water Heaters, Potterton Commercial, Heatrae Sadia and Packaged Plant Solutions.

Our UK & Ireland business has led engineering breakthroughs and successfully adapted to be a leader in our industry for over 150 years.

Our established foothold in the heating manufacturing market with a well respected product portfolio, an amazing army of people puts us in a position to lead the way for change, and make a lasting mark on the industry.

Do you have a passion and appetite for evolution? Come and join us!