YOU MUST HAVE CALL CENTRE MANAGER / TEAM LEADER EXPERIENCE.
Objective of the Role
To lead, motivate and develop a team of Co-ordinators 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 my clients Vision and Mission.
This position is based on a 35-hour week on shift basis. However, our business can be unpredictable and there will be times when we need you to work longer. Team Managers may also work on an On-Call rota if needed.
Motivate and coach your team to ensure that employee performance is managed in line with my clients People Strategy. In order to achieve this, we expect you to:
" Conduct regular one to ones with your team and maximise the opportunities in these meetings to recognise positive performance, keep up to date training, coaching and feedback records for your team and highlight areas for improvement. These meetings must include regular feedback on call quality, absence and performance.
" Carry out annual performance reviews, end of probation reviews and regular one to ones and complete all the paperwork required.
" Where training needs are identified, make use of training resources to ensure that sufficient coaching, mentoring and training is provided to improve employee performance in line with department and organisational objectives.
" Understand the career ambitions and aspirations of team members and help them to develop by actively ensuring they have personal development plans in place.
" Identify high performing team members and encourage their development through, personal development plans.
" Be approachable and available to support and advise your team with customer queries as and when required.
Communication, Collaboration and Engagement
Structured, regular two-way communication is important, especially in a shift environment, so we ask you to:
" Maintain open communication with the team to receive regular feedback and share company Information and department updates in a timely manner including the statistical performance of the department.
" Schedule monthly team meetings to provide performance and departmental updates and to encourage regular feedback and collaboration. All meetings should have an agenda and minutes and your team should also have input into the agenda.
" Highlight and make your Manager aware of any employee relations issues, or if any policies or processes or procedures have been changed that they may not know about.
" Make sure your team is kept up to date with product and technical developments and information.
" Highlight to the Head of Service Delivery and your Manager any customer feedback or product trends which may impact the business.
" Work with the Workforce Management team to ensure that you have the right resources at the right time to deliver the required level of performance and meet agreed KPI`s including overtime requirements and holiday and training requests.
Develop a high-performance culture in order to get the best out of your team. To do this we expect you to:
" Manage high performance by motivating employees and monitoring adherence to their objectives and Key Performance Area (KPI) targets set for the department.
" Ensure your team is using the most appropriate and cost-effective solutions by auditing and reviewing closed files. Work with the Quality Auditors and other key stakeholders to understand any performance or productivity issues within your team.
" Review the performance of your team, identifying training needs and planning training sessions. Manage individuals` and team performance by means of coaching, review and setting SMART targets.
" Monitor calls and files to improve quality