Team Lead

Customer Service Advisor Team LeadSalary: 14.60 per hour Location: Manchester Hours: 35 hours per week, Monday to Friday, between 7am - 6pmManpower has a fantastic opportunity for the right candidate to become a Customer Service Advisor Team Lead, working on a new desk with our client, Capgemini. In this role, you will be responsible for running the desk efficiently and effectively ensuring delivery targets are met.What you''ll do Resolution of 1st line queries from customers and escalation to Ops Manager when appropriate Performance management of Customer Service Advisors, including conducting effective monthly 1-2-1s Conducting call monitoring each month, providing feedback sessions with each Customer Service Advisor Quality checking to ensure correct process and procedures are being adhered to, including promoting knowledge base usage on every call Day to day staff management of up to 15 Customer Service Advisors Staff training, coaching and development of Customer Service Advisors Daily / weekly / monthly reporting to Operations Managers Completion of mid and end of year appraisal, ensuring these are completed in provided time scales What you''ll bring Understanding and experience of team dynamics Flexible approach Professional manner which represents Company''s values at all times Enthusiastic and confident with a "can do" attitude Team player with the ability to build relationships with both colleagues and external clients Resilient and focused on delivering good ..... full job details .....