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    Associate Performance Director - England, United Kingdom - The Portfolio Group

    The Portfolio Group
    The Portfolio Group England, United Kingdom

    2 weeks ago

    The Portfolio Group background
    Description
    Portfolio are proud to be exclusively representing one of the UK's longest leading professional service organisations.

    We are looking for someone with senior leadership experience, including working with key stakeholders, contributing to business growth and service improvements, with a passion for coaching and developing others.

    It's important for this person to drive motivation and performance to exceptional levels to provide excellent client experience.
    The Associate Director will direct the operational management of the advisory teams and the output of work.

    Whilst managing advisor performance within a contact centre environment, ensuring KPI's are met, quality standards are kept high whilst also providing a high standard of service.

    Whilst also being responsible for the performance and increase in efficiencies and be able to make recommendations and implementations to improve our service.

    Drive the coaching initiative within the department, ensuring team leaders and consultants receive the necessary coaching and support achieving continuous improvement in quality across the department.

    Identify training needs, themes, and trends as well as areas for improvement and communication of these across the department.

    Develop, and implement a strategy to ensure there is strong technical knowledge across the department with high quality service provided incorporating best practice and fresh thinking ensuring to support employee and client retention.

    Proactively collaborate with management to design, develop and implement a portfolio of development strategies and initiatives to support business needs.

    Undertake training with new and existing members of the team as identified through coaching, mystery shopping and in line with our learning and development framework.

    Monitor and review Consultants' overall performance activity daily, providing detailed periodical reports as required.
    Coordinate the preparation of weekly rotas (including overtime / out of hours) to ensure the contact centre service is effectively covered 24/7

    Assist and lead in any recruitment and interviews for the department ensuring that staffing levels are maintained, and staff attrition is reduced.

    Deal with client complaints and any service issues in a timely manner ensuring that a satisfactory conclusion is reached on all occasions.

    Participate in external training events and conferences for clients and prospective clients, and to represent the business in external media events, to include radio interviews.

    Experience in a senior leadership team working with key stakeholders.
    Experience with HR would be beneficial but not mandatory.

    A "can-do" attitude with the ability to support, drive and motivate your team to achieve their best potential and performance overall.

    Strong organisation and time management skills
    Excellent people management skills
    Ability to work in a fast-paced contact centre environment.
    A dynamic and flexible approach, as well as the ability to work under pressure.
    Excellent service issue / complaint resolution skills
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