Marcus by Goldman Sachs, Contact Centre Team Manager, Associate, Birmingham

Skills

Previous experience of managing a Contact Centre front line team, preferably in Financial Services/Retail Banking or other customer facing regulated environment

Demonstrable experience in coaching teams to achieve expected KPI’s using recognised coaching models to achieve this.

Ability to create a positive team working environment that supports the retention & development of great customer service agents.

Strong understanding of contact centre metrics and proven track record of achieving these.

Ability to manage your own workload whilst balancing the needs of the customers and your team.

Excellent analytical & problem-solving skills. Ability to think creatively and change approaches to deliver better outcomes.

Ability to stay calm and focussed whilst delivering on multiple priorities.

Proven delivery of excellent customer experience and advocacy.

Ability to work collaboratively with others.