Contact Centre Leader - Rotherham, United Kingdom - Leger Shearings Group Ltd

Leger Shearings Group Ltd

Verified Company

Rotherham, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Brief:

Salary:
£50,000 + up to £10,000 bonus

Following an exciting period of growth we are now looking forward to 2023 and expanding our contact centre management team.

Why not come and join the UK's largest escorted coach tour operator

As an Contact Centre Leader, you will be industry leading in your field, responsible for delivering exceptional business performance through strong leadership and performance management within this area of the business.

You'll be responsible for ensuring that omnichannel customer contact is answered within agreed timescales and in an appropriate manner. You'll be responsible for meeting internal targets as well as planning areas of improvement or development.

Key Responsibilities and accountabilities:

Workflow/Process Management

Responsible for management of resource requirements and recruitment of personnel as necessary.
Regularly monitor current work position in order to make appropriate management decisions to ensure SLAs are met.
Monitor and analyse management information, to identify trends ensuring procedures are updated where necessary.
Work with the Managers and Performance Coaches to adjust the day's plan at the morning buzz meeting.
Attend planning and variance meetings with leaders to ensure team is prepared for the week ahead and taking on board all lessons learnt from previous week.

People Management:

Communicate the performance development process for your team members, agreeing SMART objectives, providing regular progress feedback.
As a line manager, be the first point of contact for supporting the resolution people issues of any type which arise on your teams. Adhere to HR policies at all times and escalate if required.
Manage attendance and timekeeping ensuring any discrepancy is either escalated to you, or addressed by your direct reports. Ensure relevant HR policies and procedures are adhered to where applicable.
Ensure annual leave is managed fairly and appropriately in accordance with business objectives. Ensure adequate cover for team members on leave.
Provide leadership, and support, demonstrating and coaching your team members towards your role model behaviours.
Conduct regular staff reviews to feedback on performance and behaviours, recognising and rewarding individuals where appropriate.

Quality and SLA Management:

Ensure SOPs are kept up to date and reviewed periodically according to Customer requirements, adhering to change governance processes at all times.
Complete daily, weekly, and monthly Controls and Checks where applicable. Escalate and remediate control failures if and when they arise.
Be risk aware, escalating new risks that materialise, aiming to introduce optimised and preventative controls without delay.
Accountable for answering CSI's and putting in preventative measures and making sure they are adhered to and to stop reoccurrences
Review skills matrix to ensure it is kept up to date, ensuring there is enough cover on all processes, identifying and remediating gaps.
Ensuring customer MI is produced and reviewed daily, weekly and monthly where applicable.
Escalate all system issues and threats to SLA to management as soon as identified. Work with management to solve problems and manage through to resolution.
Accountable for review and feedback of errors and losses to the business and implementing preventative measures

General

Adhere to all internal and customer policies as applicable, taking accountability for evidencing compliance during audit reviews.
Use Operational Management Methodology to drive and manage team performance, managing resources to match fluctuating levels of demand.
Accountable for the impact assessment of all change requests as assigned.
Raise and track system incidents, escalating when SLAs are threatened.
Suggest technology improvements in order to improve the customer journey, including being a project lead in selection and delivery of a new CRM system and/or call management system.

Requirements:

Experience of working in the travel industry or customer service role within the a contact centre environment
Experience of achieving KPI's
Ability to work well under pressure
Ability to effectively prioritise, plan and organise work load
Ability to resolve customer issues in a professional and empathetic manner
Strong attention to detail
Sound interpersonal and rapport building skills
Outstanding communication skill

Experience: