Role: Taxi Renewals Manager
Location: Formby
Working Hours: Monday to Friday 09:00am and 17:30pm, including 1 in 3 Saturday
Salary: £30,671 + £4000 Performance related bonus per annum
What you will be doing:
1. Ensure standards of business expectations & values are always upheld.
2. Actively orchestrate the distribution of workload to be effective in-service level and team performance.
3. Responsible for regularly communicating agents KPI performance.
4. Conduct wellbeing checks for all agents.
5. Deliver monthly stat chats and 1-2-1 performance reviews.
6. To complete quarterly 1-2-1 Carer development reviews.
7. Report on performance in line with business expectation.
8. Conduct monthly team meetings.
9. Conduct audit the auditor quality checks on short calls.
10. Accurate reporting & management of sickness, absenteeism, and punctuality.
11. Be a point of contact for complaint escalation.
12. Responsible for team attrition, booking and completing interviews.
13. Facilitating Staff Equipment.
14. Deliver agent productivity levels.
15. Ensure the teams compliance quality checks exceed minimum KPI levels.
16. Meet customer & business SLAs through agent performance management.
17. Ensure 360 Self-reflection calls are completed with each agent monthly.
18. Complete 3 c...