Call Centre Manager - Watford, United Kingdom - Workwell

Workwell
Workwell
Verified Company
Watford, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description

This is an office based role only.

Job Purpose


The Customer Service Managers primary role is to manage a team of customer service representatives, to ensure we provide excellent customer service and support to all our contractors and agency partners.

They will focus on managing KPIs, performance reviews,one to ones, team meetings and training/development of the team.

They will be responsible for the day to day running of the operation and become part of the senior management team.


Main Responsibilities

  • Ensure service levels are met or exceeded across the team's communication channels.
  • All customer service representatives to have regular coaching and training where required.
  • Manage and own any escalated complaints from the team.
  • Hold weekly/monthly one to ones and team meetings.
  • That KPIs are measured and reported to the management team on a weekly/monthly basis.
  • Manage holiday and shift patterns to ensure adequate cover across the opening hours (08:00 18:00 Monday to Friday and 09:00 12:00 Saturday)
  • Be part of implementing continuous improvement across the team to enhance the customer experience.
  • Manage the teams' performance in line with capability procedure.
  • Manage the teams' attendance in line with attendance and sickness policies.
  • To support the Operation Manager as and when needed
  • To undertake duties of the team, as and when required

Skills, knowledge and experience required

  • Hands on people management experience for minimum of 2 years
  • Contact centre / operational experience a minimum of 3 years
  • Excellent communication and telephone skills
  • Must have great leadership skills, to motivative the team to reach KPI's
  • You must be able to communicate empathetically, patiently and encouraging to all team members
  • To handle inhouse team support and disciplinary
  • Offer regular and impactful 1:1 performance meetings with each team member of your team
  • Efficient with Microsoft Office packages (word/excel PowerPoint)
  • Ability to challenge diplomatically at all levels across the business
  • Demonstrate true leadership qualities and behaviours
  • Any experience in recruitment/umbrella and accountancy or payroll would be advantageous
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