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Telephone Consumer Team Manager, TNS



Telephone operations
The Telephone Division of TNS UK undertakes a wide variety of telephone research amongst both businesses and consumers.   Our job is to contact people and ask them their views and opinions on a wide range of topics.  We pride ourselves on the high quality and accuracy of our data collection and the efficiency of our operation.  We have over 400 people, working a variety of shifts in our West London Telephone Centre. 
The role
We have a great opportunity for a Team Manager within our consumer team.  We are looking for someone with a positive attitude who can hit the ground running with proven record of managing people.  The role is offered on the basis of doing 37.5 hours over a 5 day week.  The majority of hours will be worked outside standard office hours.  You will be required to work until 9pm 3-4 evenings a week and 3-4 weekend days (Saturday and Sunday) in a 6 week period.
What you’ll do
  • Provide management and leadership to a team of up to 10 Telephone Supervisors and up to 200 interviewers who work on a flexible basis
  • Take ownership of delivering a variety of telephone research projects on time, on budget and to the required quality standards
  • Act as part of the wider centre management team to ensure that the telephone operation runs efficiently
  • Ensure that scheduling and resource planning for projects is completed accurately
  • Ensure the right supervisor and interviewer resource is trained and available to deliver our project requirements
  • Act as the Shift Manager for the whole centre when required
  • Undertake a variety of administrative tasks and activities to ensure the telephone centre runs smoothly

What you’ll have

  • Significant call centre supervisory or management experience (not necessarily in market research)
  • Strong people management skills and experience working with large diverse teams of people
  • Significant experience motivating people within a call centre environment
  • Experience of improving and managing performance, including undertaking disciplinary and grievances as required.
  • Excellent communication skills – including leading meetings, delivering presentations and writing reports
  • The drive to improve the performance of your team.
  • Professionalism and integrity
To find out more information about the role and to apply, please click here

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