At AE Talent Solutions our mission is simple yet profound: to connect exceptional talent with exceptional opportunities. We're dedicated to empowering organizations with top-tier candidates and helping individuals achieve their career aspirations.

We are currently supporting our fantastic client in Formby, Sefton to recruit a full time Team Manager

As a Team Manager you will be responsible for the day-to-day supervision of a team of agents . Aiming to maximise efficiency by monitoring performance of the team and be results driven to achieve and exceed KPI s and SLA s.

Responsibilities:

Ensure standards of business expectations & values are always upheld. Actively orchestrate the distribution of workload to be effective in-service level and team performance. Responsible for regularly communicating agents KPI performance. Conduct wellbeing checks for all agents. Deliver monthly stat chats and 1-2-1 performance reviews. To complete quarterly 1-2-1 Carer development reviews. Report on performance in line with business expectation. Conduct monthly team meetings. Conduct audit the auditor quality checks on short calls. Accurate reporting & management of sickness, absenteeism, and punctuality. Be a point of contact for complaint escalation. Responsible for team attrition, booking and completing interviews. Facilitating Staff Equipment. Deliver agent productivity levels. Ensure the teams compliance quality checks exceed minimum KPI levels. Meet customer & business SLAs through agent performance management. Ensure 360 Self-reflection calls are completed with each agent monthly. Complete 3 call audits per agent (including soft skill & call quality) Develop strategies to improve team performance. Key Skills:

Ability to work well in a team. Leadership skills and the ability to motivate and develop staff. Good communicator with great interpersonal skills and the ability to build. effective team relationships in person and remote. Excellent customer service skills. Customer focused and driven by results and achievement. Ability to remain calm under pressure. Being able to adapt to challenging situations. Self-motivation and be able to make quick decisions. Ability to analyse sales figures.