Job Description
Job Description:
* day-to-day call centre operations, including staff scheduling, performance monitoring, and resource allocation.
* and implement strategies to improve call centre efficiency, productivity, and customer satisfaction.
* monitor, and report on key performance indicators (KPIs) such as call volume, average handling time, and customer satisfaction scores.
* coach, and mentor call centre team leaders to ensure they have the necessary skills and knowledge to provide excellent customer service.
* a positive work environment that promotes employee engagement, motivation, and retention.
* call centre metrics and customer feedback to identify areas for improvement and implement corrective actions.
* with other departments, such as IT, HR, to ensure smooth operations and alignment with company goals.
* escalated customer complaints and resolve complex issues in a timely and professional manner.
* up to date with industry trends, best practices, and emerging technologies to continuously improve call centre operations.
* and present regular reports on call centre performance to senior management.
Behavioural Competencies:
* Demonstrates strong leadership qualities, inspires, and motivates team members, and leads by example.
* Possesses excellent verbal and written communication skills, actively listens, and effectively conveys information.
* Intelligence: Displays self-awareness, empathy, and the ability to manage emotions in high-stress situations.
* Demonstrates flexibility and adaptability in a fast-paced, ever-changing environment.
* Exhibits strong analytical and problem-solving skills, able to think critically and make sound decisions.
* Works effectively with cross-functional teams, fosters positive relationships, and promotes a collaborative work environment.
* Focus: Demonstrates a deep commitment to customer satisfaction, going above and beyond to meet customer needs.
* and Development: Provides ongoing coaching, feedback, and development opportunities to help team members grow and succeed.
Experience:
* Minimum 2 year in Team management
Required:
* Right To Work in the UK
* Complete and clear our Backgrounding checks (Financial & Criminal) due to nature of the job.