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    Call Center Operations Manager - Cardiff, United Kingdom - Veezu

    Veezu
    Veezu Cardiff, United Kingdom

    1 week ago

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    Description
    At Veezu, our call centres are where many amazing journeys start. The Regional Journey Booking Centre Manager is a pivotal role, ensuring the smooth running of the operation.

    With a focus on customer service and high standards of service delivery, the Regional Journey Booking Centre Manager is responsible for the overall management, development, and continuous improvement of the call centre(s) in their region.

    RESPONSIBILITIESReporting into the Regional Director, you will be responsible for the day to day management of the Journey Booking Centre across the Region.

    You will ensure the Journey Booking Centre provides an efficient and high-quality service by continually coaching and developing your team, to ensure they are equipped to provide outstanding service to Driver Partners, our customers and passengers.

    BOOKING LIFECYCLE EXCELLENCEManage the performance of staff, optimization of the service delivery systems and dispatch of bookings to Driver Partners.

    Continually review the call centre services and drive through improvements to achieve excellent stakeholder delivery.
    Manage stakeholder expectations and experience through the successful management of the call centre i.e. customer bookings and Driver Partner availability.

    Analyse the call centre performance against KPI's, investigate any cause for concern and always look to improve service efficiency and quality.

    Address any feedback received from any passenger with the support of the Veezu Compliance Team if necessary, to ensure appropriate and timely solutions in accordance with the Veezu Values.

    Collaborate effectively across the region and across all teams to drive excellent stakeholder delivery.

    RESOURCING MANAGEMENTCommunicate effectively and collaboratively with the Driver Engagement Team to manage peaks in demand to ensure appropriate messaging is given to Driver Partners encouraging them to operate at specific times.

    Ensure that the call centre is resourced effectively to adjust to local trends in booking volumes and anticipated volumes due to local events / circumstances.

    Control staff hours and performance effectively to limit missed calls, pause times, cancellations and no-shows whilst retaining excellent stakeholder service delivery.

    PEOPLE MANAGEMENTDesign and execute effective engagement practices to maximise productivity of staff.
    Undertake talent management and succession planning of the call centre.
    Address performance and training needs / opportunities.
    Work alongside your HR Business Partner to drive an effective on-boarding process to supports allnew starters.

    Successfully manage multiple teams across various shift patterns, and continually monitor and adjust these to maintain high levels of customer service delivery.

    Understand the workings of relevant business systems and consistently identify areas forimprovement.

    Work with the HR Team and Shift Managers to effectively undertake all aspects of peoplemanagement and to drive performance within the call centre.

    Ensure all employees understand how Veezu Academy operates and that training modules are completed in a timely manner.

    SYSTEM OPTIMISATIONYou will ensure that your team are highly efficient and familiar with the iCabbi system by ensuring training and competency is consistently assessed.

    Ensure that iCabbi is maintained and updated with all the relevant operational information to drive performance and reduce manual intervention at all levels of the business.

    Build and maintain effective call routing systems within the 'Disc' telephony system and willcontinually monitor the effectiveness and efficiency against set KPI's.

    Identify areas for system and process improvement, prioritise and take responsibility for the successful implementation.
    COMPLIANCEMaintain the highest standards of Health & Safety.
    Maintain quality standards within the call centre, investigating and resolving any complaints through a 360-degree feedback loop.

    Committed to maintaining our ISO 27001:2013 accreditation and set high standards for Information Security compliance, supporting both internal and external audits.

    Responsible for Information Security compliance within the call centre and undertake an annual audit and Information Security training.
    Lead by example and act in compliance with GDPR, our policies and area specific requirements at all times.
    Act in accordance with Information Governance at all times.
    Demonstrate a personal commitment and comply with procedures relating to information security.

    Undertake information security training and help your team understand what is required of them under the company's information security policies and procedures.

    Maintain information security to a recognised required standard in line with business needs.
    Be committed to maintaining our ISO27001 certification and set high standards for Information Security compliance.
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