We are hiring! Our team in Selkirk, Scotland, are hiring a Performance Manager on a full-time basis.
The role of Performance Manager reporting to the Operations Manager plays a pivotal role in driving excellence in customer service across both internal and external stakeholders. Working in close partnership with the Openreach Installs Operations Manager, the Performance Manager is accountable for the daily delivery of KPIs and targets within the workstream, while contributing to the broader goals of the Service Centre and wider Operations.
Responsibilities:
Performance Delivery
1. Monitor and manage daily performance metrics and KPIs across the workstream.
2. Collaborate with the Operations Manager to ensure consistent delivery of service excellence.
3. Support the achievement of overall Service Centre targets.
Team Development & Coaching
4. Provide documented support and guidance to Service Centre Agents to build confidence and capability.
5. Identify performance gaps through data analysis and implement realistic action plans for improvement.
6. Act as a mentor to the Performance Coach and team members, fostering a culture of continuous improvement.
Training & Development
7. Work closely with the Training Manager to assess individual development needs
8. Translate insights into tailored personal development plans and training enhancement
Operational Support
9. Handle escalation calls from Service Centre Agents with professionalism and urgency.
10. Oversee Time Slot Adherence and manual verification processes.
11. Assist the Operations Manager with ad-hoc tasks and operational priorities throughout the day.
Team motivation
12. Host Agent/Manager Forums to ensure understanding of Agent issues.
13. Review systems and make continuous improvement recommendations to Operations Manager.
Qualifications and Requirements:
14. Preferred: Higher Education.
15. Preferred: Management experience
16. Strong results driven performance in previous roles.
17. Strong analytical skills with the ability to interpret data and drive performance improvements.
18. Strong analytical skills with the ability to interpret data and drive performance improvements.