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You will be responsible for leading, coaching, developing, and mentoring a team of Customer Service Agents, enabling them to succeed against qualitative and quantitative targets, whilst ensuring full compliance with all business and client rules and procedures. The successful candidate will be naturally results-oriented with exceptional problem-solving skills.
You will be expected to create a focused environment with a motivational culture to enable your team to develop and maximize their full potential.
Role overview
* Manage a team of Customer Service Specialists by ensuring a positive, productive, and engaging team culture through your ability to lead, inspire, motivate, coach, and manage your people to deliver exceptional quality while meeting all operational and business targets.
* Foster a customer-centric culture, ensuring all team activities focus on effective delivery to the end customer and high customer satisfaction levels.
* Coach and support team members through regular 1:1s and reviews to help them realize their potential and consistently achieve performance, quality, and customer outcomes.
* Maintain effective control of all people management processes including absence management, 121s, disciplinary, capability & grievance procedures, employee relations, performance management, and other employment-related issues, ensuring they are managed in line with policy frameworks.
* Become a knowledge expert regarding the client’s products and services; full training will be provided.
* Proactively participate in and drive engagement initiatives within the wider team.
* Create a highly engaging, inclusive, positive, and fun work environment for your team.
The Ideal Candidate
* Proven people management skills with the ability to lead and motivate a team, acting as a role model and driving performance at both group and individual levels.
* Experience managing multiple workflows to targeted KPIs and quality standards.
* Confident in various people management processes such as absence management, 121s, performance management, and other employment-related tasks.
* Passion for teamwork, with strong communication and interpersonal skills to engage and motivate your team.
* Experience working in a high-volume, fast-paced environment, with proven ability to multi-task conflicting priorities through good time management, decision-making, and organizational skills.
* Customer service focus and ability to manage stakeholder relationships.
* Ability to consider risk implications in decision-making, understanding business activities, opportunities, and threats.
* Excellent written and verbal communication skills with attention to detail, spelling, and accuracy.
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