Be responsible for managing all operationalaspects of a team of up-to 10 members of staff involved in thedelivery of front-end or contact centre customer service, includingcustomer service agents & work schedules.
Lead and motivate the team through formal and informalcommunications to achieve team and individual performance metrics.
This will involve continual monitoring of the team’sperformance and identifying training & development needsthrough performance gaps.
Manage attendance toensure targets are met ensuring that there is sufficient staff tomeet call forecasts and achieve defined service levels.
Ensure staff adherence to breaks, shift start and finishtimes.
Provide coaching & ongoingsupport to individual team members, to achieve quality measures forcustomer communications.
Support thedevelopment of successful behaviours and skills within the teamthrough constructive and timely feedback, one to one meetings anduse of Individual Development Plans.
Act as arole model for championing customer needs, building a culture ofcommitment to the customer within the team. This will involveescalating feedback from customers and clerks regarding serviceissues to facilitate an environment of continuous improvement andcustomer service excellence.
Ensure theteams’ understanding and compliance with systems andprocesses to consistently manage customer contacts through toappropriate resolution.