* Uses and displays in depth knowledge of the financial services industry and provides a technical reference point for the team and other departments
* Identify areas of risk within the department and liaise with management to offer and implement appropriate resolutions.
* Ensure the team meet regulatory, legislative and company standards
* Supervise the teams inbound call queues and outbound call queue by effective workflow management, whilst also achieving agreed Service Level Agreements and implementing agreed changes
* Ensure through robust capacity planning that suitably trained team members are in place at all times and are allocated to deal with anticipated volumes
* Deal with manager call back requests in a timely fashion
* Maximise productivity and utilization, whilst also meeting agreed quality standards
* Day to day management of the performance of individuals within the call centre
* Set team/individual objectives and follow up with 121s and bi-annual appraisals
* Provide effective training and support to colleagues with regard to development and changing practices
* Ensure cross training to eliminate key dependency
* Produce and analyse weekly and monthly MI
* Understand root causes of complaints and breaches through investigation and provide feedback to individuals or the team.
Control
* Assist Contact Centre Manager to ensure audit activity is fully supported and actions completed within timescales
* Comply with all HCLIBS policies and procedures
* Comply with HCLIBS Management Standards
Reporting to:
* Contact Centre Manager
Accountability:
* Daily oversight inbound call queue and outbound work queues
* Delivery and maintenance of robust capacity plans
* Performance management of team