Manager - Policy, Planning and Performance - Warrington, Cheshire, United Kingdom - NMS Recruit Limited

Description

This is a senior role in a growing business with a key spotlight on the delivery to time, cost and quality.

This role is critical in leading, guiding, and enhancing the team's capabilities to deliver the network deliveries throughout the end to end journey.

The Provisioning Manager will ensure that the team not only meets but exceeds performance targets in customer service and customer satisfaction by cultivating a proactive, high energy, supportive, and innovative team environment.

Develop managers and team members' skills in customer service, problem resolution, and effective communication through regular training and coaching.
Foster a collaborative team environment that encourages high performance and a positive workplace culture.


Performance Management:

Monitor individual and team performance against service level agreements (SLAs) and key performance indicators (KPIs) including Delivery to Promise, Mean Time To Provide, Customer Satisfaction, Connections completed, email and call handling; Provide weekly and monthly updates against the KPIs working across other data and insights teams to ensure one truth on data and forecast of improvements.

Conduct regular review meetings with Managers to discuss performance with their teams, set goals, and identify any support or resources needed to perform their roles effectively.

Address any issues that affect team performance promptly and efficiently.

Act as the Senior point of contact for high-level escalations and complex customer issue resolutions - dealing at Senior Leadership levels in with Customers.

Collaborate with other department leaders (such as Sales, Field Operations, and Network Teams) to enhance service delivery and resolve critical issues.

Quality Assurance and

Process Improvement:
Implement and monitor quality assurance measures to ensure that customer service exceeds expectations and adheres to industry standards.


Stakeholder Management:
Represent the team and company in meetings, providing updates and feedback on team performance and customer satisfaction.

Compliance and Risk Management:
~ Ensure compliance with legal and regulatory requirements. Identify and mitigate risks related to call centre operations.

Proven Leadership - Strong leadership skills with the ability to manage and motivate a team of 30 plus and managing managers, effectively against Key Performance Indicators including but not limited to Customer Satisfaction, Inbound and Outbound service levels (email and call handling).

Customer-focused with experience of dealing with customer plans and issues up to Senior Leadership team level.
A background in telecommunications with experience in delivering networking products to partners or direct customers.
Proficient in call centre technology, including CRM software and telephony systems.
Strong capability working with process improvement, training and process communication.
Experience managing offshore teams including the offshoring of activity is desirable.

Technical connection knowledge of customer journey in the delivery of telecoms networks is desirable which may include planning, civils, cabling, splicing, testing.

25 days holiday plus bank holidays
~ Birthday off
~ Pension
~ Bonus

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