If you have experience in delivering operational and commercial performance metrics across the business and successfully run the management of Team Managers -delivering revenue, gross margin and reached while driving and developing an effective culture than this role is for you
Essential Requirements:
Minimum 12 months of management experience within retail customer service environment across multiple channels of work (email, live, chat, calls)
Contact centre operational management and strategic planning experience
Effective leadership through team building , development and a strong coaching culture
Highly focussed and driven
Great ability to coach the coach
KPI management and proven track record of achievement
Ability to create dynamic and highly performing teams
Commercial awareness and financial management
Thorough understanding of resource optimisation and delivery
Excellent client relationship management
Experience within an operations role and managing varying team sizes
Key responsibilities for this role:
Achieve all operational KPIs across the business stream to ensure contractual obligations are met as a minimum including (but not limited to) delivery of hours, auditory/compliance requirements and customer satisfaction targets
Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction
Lead, develop, motivate and coach Team Managers enabling them to lead and manage their Advisors to deliver a superior level of service.
Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement by building a fun and rewarding environment
Analyse results to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements
Create and maintain a strong performance driven working environment
Communicate effectively with your team to create and maintain a motivated and challenged workforce
Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and client reports
Compile commission reports
