Team Manager
Core
Lead a team of 10-12 Customer Service Advisors in a contact centre, driving operational support, coaching, and exceptional customer experiences for Vax home cleaning products.
Role type
Senior IC Customer Service Team Manager
Builds
Customer service operations and team performance for Vax
Domain
Consumer goods (home cleaning) + Contact Centre
Deliverable
dashboards & analysis
Required skills
Coaching, people management, performance analysis, QA review, employee relations, KPI ownership, shift scheduling, risk escalation
Preferred skills
Fast-paced environment experience, reporting tools proficiency, problem-solving, target achievement
Technologies
Reporting and dashboards
Responsibilities
Coach and develop team members to maximize performance; Conduct QA reviews and provide feedback; Manage team KPIs including CSAT and adherence; Monitor live queues to minimize delays; Handle employee relations and performance improvement plans; Act as first escalation point for team and customers.
Seniority
Senior, hands-on IC
