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 doResolution of 1st line queries from customers and escalation to Ops Manager when appropriatePerformance management of Customer Service Advisors, including conducting effective monthly 1-2-1sConducting call monitoring each month, providing feedback sessions with each Customer Service AdvisorQuality checking to ensure correct process and procedures are being adhered to, including promoting knowledge base usage on every callDay to day staff management of up to 15 Customer Service AdvisorsStaff training, coaching and development of Customer Service AdvisorsDaily / weekly / monthly reporting to Operations ManagersCompletion of mid and end of year appraisal, ensuring these are completed in provided time scalesWhat you''ll bringUnderstanding and experience of team dynamicsFlexible approachProfessional manner which represents Company''s values at all timesEnthusiastic and confident with a "can do" attitudeTeam player with the ability to build relationships with both colleagues and external clientsResilient and focused on delivering good levels of service ..... full job details .....