Location: Stevenage
Onsite (5 days)
Travel required: No
EEO / Diversity statement As a Disability Confident employer, our aim is to ensure that disabled applicants who meet the minimum criteria for this position will be offered an interview. The data is only used for the purpose of providing additional support at interview. If this is applicable to you, please ensure you answer Yes to the question regarding disability included in the application form for our awareness.
About Atos Group
Atos Group is a global leader in digital transformation with c. 70,000 employees and annual revenue of c. € 10 billion, operating in 67 countries under two brands Atos for services and Eviden for products. European number one in cybersecurity, cloud and high-performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos is a SE (Societas Europaea) and listed on Euronext Paris.
The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.
Your job in a nutshell:
To actively support, lead and develop a team of Contact Centre Associates through the use of feedback, coaching, training and other development activities. Lead the team to deliver excellent customer and client satisfaction and ensure financial success of the service desk by effectively optimising revenue. Seek to maximise company profitability through effective customer interactions and the successful delivery of KPIs.
Work closely with team and operational groups to ensure the delivery and implementation of all client & company requirements and to maintain profitable and cordial relationships with external and internal clients.
What will you be doing:
Complete formal coaching session with each agent, each month, taking the time to prepare for great conversations
Conduct call listening for your team to identify opportunity for recognition and development
Get the best out of each individual and create a positive environment by regularly providing positive praise and recognition of individual and team success, encouraging team working and conducting side-by-side coaching
Support the welfare of your colleagues by noticing any individual and team challenges and take ownership
Appropriately challenge any inappropriate behaviour or conduct issues and manage appropriately
Take call escalations in accordance with process and procedure, taking ownership and resolving as appropriate
Ensure the accurate recording of time worked for every team member in all relevant systems.
Support new team members through their onboarding period
Identify key skills and strengths within your team and work with them to optimise these, to help drive team performance
Identify talent within your team and encourage and support development
Ensure all team members understand exactly what is expected of them, by clearly communicating targets and objectives, and checking for understanding
Manage performance to continually move good performance to great performance, manage underperformance and consistently meet team performance objectives by reviewing team performance data congratulating successes and taking early action to resolve problems
Keep yourself highly knowledgeable of what is going on in todays business and ensure the team are knowledgeable of the Company/Clients focus and of new developments in products and services
Manage change effectively in your team, supporting your team through change and actively look for ways to make change stick
Manage the continuous improvement process through facilitating Pit Stops/ Zone In/Discovery sessions/Team time(as applicable) sessions with your team, embracing new innovations in customer experience and identify common faults or areas of concern and look for solutions to quickly resolve
Follow all relevant compliance procedures including: completing all 1-2-1 documentation; completing all relevant Health & Safety tasks such as Risk Assessments, DSEs; ensure all DPA principles are applied, accurate notes are on accounts; completing Customer complaint investigations and follow up actions to prevent further recurrence and all people related admin tasks, i.e. return to works on PAM, PIPs, timesheets, etc.
Analyse performance data KPIs, customer feedback, metrics and translate into action plans and understand the impact of actions to drive KPI performance and business success as well as what the key commercial targets are and what part you play in this both our Company and our Clients business and understand how driving improvements in one key KPI area can positively or negatively affect other performance
Liaison with clients, developing positive relationships and maintaining these to deliver against client and company requirements
Requirements:
To truly embrace, live and demonstrate the ATOS Values: in every interaction with colleagues and customers.
This role profile is not exhaustive you may be required to perform other additional duties as and when required.
We Care About Our Employees' Happiness By providing:
Pension Scheme - contributions matched up to 10%
Private medical Cover
Income Protection
Life Assurance
25 days paid leave + National Holidays
Flex benefits program
As a Disability Confident employer, we encourage applications from all applicants, especially, differently abled applicants. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to making reasonable adjustments to the application and assessment process to accommodate your needs.
Essential Criteria
Most of our clients are UK Public Sector and Defence so require Security Clearance. In order to qualify for Security Clearance, you must have lived and worked in the UK for at least the last 5 years. If you are unable to meet these criteria, we cannot progress your application.
This permanent staff role can be performed remotely from within the UK to support a positive work life balance, although we also have a network of offices across the UK which you can choose to visit from time to time.
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