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We are currently recruiting for Team Managers to work for our client within the banking sector. Based in a large, modern office, its ideally located in the Binley area for commuters on both public and private transport thanks to excellent public transport links and a free on-site car park.
Applicants must live in the Coventry area.
To ensure best practice day-to-day process and people management. Responsible for productivity and performance in Customer Service. This role is responsible for the management of the Agents within this area in the first instance.
Summary of This Role
Manages the departmental operations for the call centre. 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.
What Part Will You Play?
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 to effectively 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.
Handles complaints in accordance with the Internal Complaints Procedure (ICP): logs resolved complaints and escalates unresolved complaints as per the ICP.
Not an exhaustive list; other duties as assigned.
Compliance and regulations
Attention to detail/quality orientation
Coaching and Communication Skills
Innovate and Flexible approach
Passion to succeed
Planning and Organisation skills
Motivational and inspirational
Industry, organization and job knowledge
Integrity, respect, honesty and responsibility
A fantastic benefits package!
A competitive salary
Ongoing training and a fast paced
29 days holiday, including bank holidays (With the option to buy/sell an additional 5 days)
Peoples Pension scheme
Childcare voucher scheme
Eye Care Vouchers
Medi Cash Plan (On completion of 6 month service)
If you are passionate about putting customers first, are motivational, inspirational, and results driven with a passion to succeed then click APPLY NOW or send your CV to rebecca.winchester@(url removed)
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