Contact Centre Team Manager
Posted on Jan 24, 2019 by Parkside Office Professional
To deliver exceptional customer service to all our clients Customers and retailers, through effective performance management, coaching and development of a team
-Ensure all agreed departmental KPIs, requirements are achieved, resulting in an optimum level of service being delivered at all times.
-Ensure all people related tasks are completed as documented in company procedures.i.e. Reviews, administration of the absence process, health and safety requirements.
-Identify and implement team and individual Key Performance Indicators (KPIs) which are consistently aligned to departmental targets, product offerings and corporate goals.
-Monitor the team's real time adherence to predefined work schedules, investigating and resolving variance as necessary, including attendance, shrinkage, and productivity (where dedicated real time management is not available).
-Undertake performance management for each member of the team, develop Personal Development Plans (PDPs), jointly identify and secure appropriate learning, coaching and training opportunities aligned to the individual's preferred learning style and provide performance feedback in line with defined standards. Consistently manage all performance shortfalls.
-Manage escalations and complaints through to resolution including resulting improvement actions.
-Contribute to the planning of departmental resources to ensure that appropriate customer service skills are secured, maximised and maintained.
-Manage and improve the performance of operational processes and working practices.
-Identify and quantify process improvement opportunities in line with departmental and business goals.
Skills & Experience:
- Proven people management experience
- Experience of leading a team within a Customer Service environment
- Ability to use MS office applications
- Knowledge of CRM solutions (SAP/ONYX)
- Preferably, knowledge and understanding of Lottery games, systems and procedures
- Experience in analysing and interpreting data to manage operational and CSA performance
Shift based - Monday - Sunday 8am - 8pm
5 days a week, 37 hour week.
Contact Centre - team look after consumers and retailers.