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Job Information
Team Manager/Leader
Company Information Posted : 14-03-2019
Company :  Jark Plc
Job Information
Job Type : Permanent - Fulltime
Duration : Permanent
Category : Customer Service
Recruiter Reference : Teammanmk
URL for applications : 
Salary : 25000 - 30000 UKP per year
Job Status
Start Publishing : 14-03-2019
Stop Publishing : 11-04-2019
Location : 
Description ROLE SUMMARY:
Manages the departmental operations for the call center.
Interacts with client leadership requiring issue resolution.
Oversees the efficiency/quality of monitoring call volumes ensuring Service Level Agreements are maintained.
Plans, directs, supervises and evaluates work flow.
Conducts call pattern forecasting activities. Establishes procedures and scripts used by team members.
Improves processes, procedures, and productivity based on statistics (total calls, average number of calls on hold, hold times, etc.).
Ensures that reporting is accurate and is completed in a timely manner.
Manages call list including verifying tracking processes, contact attempts, etc.
Resolves systems problems that may affect departmental standards.
Achieve Key Performance Indicators (KPI’S) in line with Service Level Agreements including quality standards.
Adheres to Company Compliance, HR Policy and Operational Management Routines including: Call quality scoring and documentation, Coaching documentation and feedback to individuals, Performance management - ROC's, PIP's and Absence Management, Monthly 121’s, 6, 12 Monthly Reviews and Compliance Controls.

ESSENTIAL FUNCTIONS:
- Handles the daily operations of individual teams in a productive manner to maintain contracted client performance standards. Monitors the time and attendance and adherence of policy for team members to include any necessary training. Coaches, develops and counsels existing team member to higher performance. Hires new team members.
-Conducts training for customer service processes for team members, clients and merchants (as applicable). Reinforces training (post classroom or on the job) through day to day interactions.
-Meets with Clients and Leadership team to participate in call quality calibration and operations meetings to understand Client needs and deliver to expectation. Collaborates with the Account management and/or other teams to ensure contractual requirements are met.
- Educates team members on quality assurance and productivity. Monitors work queues, assigns daily work and verifies completion to achieve service level standards. Adjusts daily staffing work plans to meet business needs as changes occur. Creates and adjusts staff schedules toeffectively manage volumes. Recommends changes in work processes to increase productivity and efficiency. Audits agent system activity to ensure policy compliance. Manages escalated Customer issues that are not resolved at the agent level.
- Provides recommendations to reduce and/or eliminate issues that impact overall service quality. Tracks and reports to appropriate teams for further research and action.
- Suggests improvement to products and services for future needs.
- Not an exhaustive list; other duties as assigned.
LEADERSHIP ATTRIBUTES: Responsibilities, Planning Horizon, Reporting Relationships, Problem Solving and Span of Control
- Responsibilities involve predetermined work assignments at the sub?department/functional specialty level.
- Planning horizon is not applicable or a few weeks/months.
- Typically reports to a Manager or Associate Director.
- Problem Solving. Problems are routine and straightforward. Manager guidance is available.
- Typically supervises five or more administrative/call center/production team members. Participates in performance management and other staffing decisions
Please note: Responsibilities will vary dependant on Level of Associate Manager, Contact Centre
COMPETENCIES
- Results Orientation
- Customer Focus
- Fostering Relationships - Motivational and Inspirational
-Coaching and Communication – Written and Oral
- Attention to Detail and Quality Orientation
-Planning and Organisation ? Assimilate and Analyse Information – Problem Solving
Qualifications
Preferred Skills
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