Customer Service Advisor Team Lead

Salary: £14.60 per hour
Location: Manchester
Hours: 35 hours per week, Monday to Friday, between 7am - 6pm

Manpower 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 tra...