Team Manager (Spanish and English)

  • Fecha de publicación: 12/01/2018
  • Nombre de la empresa: Experian
  • Puesto de trabajo ofertado: Team Manager (Spanish and English)
  • Descripción de funciones:

    Job Summary

    We are looking for an exceptional Team Manager to join our Experian Campaign, with an immediate start date of 18th January 2018.

    You will be able to effectively lead and manage a team of bi-lingual contact centre agents, who are providing first level line support for businesses who have potentially been affected by a data breach.

    You must be able to work flexibly in line with the following shifts:

    8am - 4pm

    4pm - 12am

    (You may also on occasions be required to work 12am - 8am)

    Responsibilities and Duties
    •Managing a team of up to 20 multilingual customer service & senior agents
    •Accountable for the productivity, performance and quality of the team
    •Responsible to motivate and drive the team to maximum efficiency
    •Be appointed to bring out the best in individuals and maximise their potential
    •Ensure the team members are fully compliant in carrying out their duties
    •Provide ongoing daily support for the team and be the first point of contact for issues
    •To lead by example ensuring good standards performance, conduct and attendance are maintained.
    •Organise the necessary resources to the client needs
    •Contribute proactively to the overall development of the campaign through ideas and creativity.
    •Participate in client events, meetings and shows as requested/as relevant
    •Conducting Quality Assurance and feedback on customer service agents call quality
    •Performance Management activities such as coaching, live call listening and reviews
    •Providing training and after training support to agents
    •Displaying a positive, empathetic and courteous attitude toward the Experian’s and/or Client’s products, services, rates and customers at all times;
    •A strong command of spoken and written English or other specified language;
    •Communicating through listening to and interpreting customer/agents needs and questions.
    •Assisting agents in complaints and conducting supervisor calls

    Qualifications and Skills
    •Strong written and verbal Portuguese & English language skills
    •Excellent interpersonal skills
    •Professional and emotionally resilient.
    •Sympathetic and empathetic approach to customer service
    •Good attention to detail
    •Experience in a previous customer service or sales roles (E);
    •Excellent communication and motivational skills, ability to multitask and work independently (E);
    •Ability to work in a fast paced environment, maintaining attention to detail and accuracy (E);
    •Flexible approach to working hours and location (E);
    •Excellent understanding of call centre practices, KPIs etc. (P);

    •IIP Accredited Employer
    •Cycle To Work Scheme
    •Childcare Vouchers
    •Dentist scheme
    •Eye test vouchers
    •Excellent onsite training and induction
    •Corporate discounts, including hairdressing, gym membership, restaurants and bars
    •Smart casual dress code and policy
    •Involvement with local charities and fundraising days/events
    •20 days holiday per annum plus an additional day per year of service up 5 days
    •Bank holidays entitlement
    •CCA Academy career progression structure
    •Recently built premises
    •Specific benefits on campaigns you work on including discounts, incentives and prizes
    •Recommend a friend scheme paid reward
    •Apprenticeship positions available
    •NVQ qualifications

    Job Type: Full-time

    Salary: £30,000.00 to £35,000.00 /year

    Job Location:
    •Canary Wharf, Greater London

    Required experience:
    •contact centre: 3 years
    •Team Management: 2 years

    Required languages:

    Required licence or certification:
    •the right to work in the UK without requiring a license



  • Localización del puesto ofertado: UK - Canary Wharf, Greater London
  • Remuneración: £30,000 - £35,000 a year