Requirements:

• Operational understanding of a contact centre environment and strong commercial awareness
• Passion for working as part of a team
• Proven people management skills with the ability to lead and motivate your team and act as a role model at all times
• Self-motivated, flexible and able to adapt to changing circumstances
• Strong customer focus and willingness to promote service excellence within the team
• Ability to recognise when an issue is escalating and act on this in an appropriate way
• Excellent written and verbal communication skills with the ability to communicate well with staff at all levels
• Good time management and organisational skills
• Ability to make the right decisions under pressure
• Professional and committed approach to work
• Constructive approach to giving feedback and ideas to improve the customer experience.