Job Title: BMW Operations Manager
Objective of the Role
To lead, motivate and develop your department to enable the delivery of a customer centric service which delivers outstanding assistance experiences to customers each and every day.
To create a high performance culture in which employees want to engage with each other and collaborate to achieve the Allianz Partners Vision and Mission.
This position is based on a 35 hour week. However, our business can be unpredictable and there will be times when we need you to work longer. There may be a requirement to be on call.
" Manage the daily running of the call centre, including sourcing equipment, effective resource planning and applying call centre strategies.
" Monitor volumes and maintain forecasting models to ensure staffing levels are correct. Ensure shift patterns and numbers of employees required to meet demand are realised.
" Manage performance by motivating employees and monitoring adherence to their objectives.
" Coordinate recruitment and on-boarding of new employees as and when required.
" Review the performance of team managers and team members, identifying training needs and planning training sessions.
" Complete skill and knowledge needs assessments, performance reviews and cost/benefit analyses.
" Coach, motivate and retain employees. Monitor random calls to improve quality, minimise errors and track operative performance.
" Coordinate bonus, reward and incentive schemes. Set and meet targets around real time performance of the department, productivity, efficiency and quality.
" Ensure all relevant communications and data are updated and recorded.
" Communicate company vision, mission strategy and goals so every employee understands his or her role.
" Communicate key information and business initiatives by holding regular huddles, team meetings, and floor walking etc and checking understanding.
" Liaise and work closely with key stakeholders around the business to gather information and resolve issues.
" Positive advocate for change within the organisation actively supporting any project team with the implementation of new clients/products
" Ensure that all employees follow the company's best practices and processes so that the quality and standard of service required is fully realised and consistently achieved.
" Maintain up-to-date knowledge of industry developments and involvement in networks.
" Develop presentations and talks to motivate and educate team members and to keep them up to date with client and industry trends.
" Embed a strong customer service ethos and drive a culture of ownership and continuous improvement within the team. Provide support and guidance when dealing with complex queries and attempt to seek resolution at first point of contact.
" Record and report as and when required internally and to clients the departmental statistics and performance levels.
" Handle the most complex customer complaints or enquiries.
" Produce daily, weekly and monthly MI for the team relating to work and volumes within the specified timeframes.
" Review and update procedures and ensure tasks are carried out in line with them.
" Embed a culture of professionalism where you and your team adhere to procedural, regulatory & industry requirements including but not limited to GDPR and TCF.
" Managing and supporting HR processes e.g. absence management, holiday planning, disciplinary & grievance, occupational health.
" To ensure that your work area is kept safe and in line with GDPR requirements.
" To abide by the Health & Safety Work Act 1974 and to notify your Manager of any Health & Safety issues which may cause harm to fellow employees.
" Any other ad-hoc duties
" Educated to A' level standard or equivalent
" A minimum of two years' experience at Senior Supervisory or Manager level withi