Contact Centre Team Manager
Core
Lead and develop a team delivering excellent service and outcomes for business customers in a remote contact centre model, balancing customer experience, colleague engagement, and risk management.
Role type
Senior IC contact centre team manager
Builds
Day-to-day servicing and lending support for small and medium-sized business customers
Domain
Banking / Financial Services
Required skills
People management, performance management, quality management, absence management, data analysis, stakeholder engagement, regulatory compliance, team development, operational resilience, continuous improvement
Preferred skills
Experience in a regulated setting, ability to use insight to remove friction, influence and build relationships
Technologies
None stated
Responsibilities
Lead, motivate, and support the team to deliver great customer outcomes while meeting performance and regulatory standards; Use insight and data to understand demand, improve ways of working, and remove friction; Develop people through quality conversations, feedback, and training; Work closely with peers and stakeholders to support change and operational resilience
Seniority
Senior, hands-on IC
