Job Title: Resource Utilisation Monitor Team Manager
To lead, motivate and develop the team of Resource Utilisation Monitors (RUMs) to maximise the use of our own Technicians and enable the delivery of a customer centric service, which delivers outstanding assistance experiences to customers each and every day.
Reporting to and assisting the Operations Manager in ensuring effective and consistent deployment of our Technician fleet.
To create a high performance culture in which employees want to engage with each other and collaborate to achieve our Vision and Mission.
This position is based on a 35 hour week Monday to Saturday Between 0700 and 2200 hrs. However, our business can be unpredictable and there will be times when we need you to work longer.
Quality and Customer Focus
Administration and Support
We need you to motivate and coach your team to ensure that employee performance is managed in line with our 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 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.
Be approachable and available to support and advise your team with customer queries as and when required.
work with the Quality Auditors to understand any performance or productivity issues within your team. 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. escalate
to your Manager any complex employee relations issues as necessary.
Communication, Collaboration and Engagement
You will have a fixed team but may on occasion also be responsible for others.
you need to have GCSEs or their equivalent
oMaths and English are required as standard
oYou will need to have had some Team Management training in areas such as resource planning, conducting performance reviews etc., as well as having been trained in coaching and/or auditing, objective setting
oWe work in a professional environment so your behaviour and appearance must reflect that
oYou should know what excellent customer service is, and be able to demonstrate how you and your teams have delivered this at every opportunity
oGood geographical knowledge of the UK
oYou will have to have worked as a Team Leader or Team Manager within a similar call/contact centre environment
oYou need to be able to demonstrate your experience in leadership, team building and problem solving
oYou need good Excel and Word skills and the ability to produce accurate and comprehensive reports
oYou should be a great communicator and be able to get on with people
oYou need to be flexible, proactive and thin on your feet
oYou`ll be a role model, so you need to be self-motivated, mature, confident and approachable
oSometimes you need to visit clients for training so you need to be able to travel
oA current driving licence, it`s a great help and you may get the opportunity to drive our client`s products!
Please email your CV