Description

 To ensure that the service provided is fit for purpose and meets customer expectations and business targets in group and local level.

 To lead Customer service Team to maintain high quality standards and maximize customer experience through service excellence.

 Proactively and continuously reports on failures, and facilitates ideation and business improvement ideas to the relevant stakeholders

Job ResponsibilityRequired Skills And Experience

• Team management experience• Coaching and communication skills• Minimum of 2 years’ experience within a contact centre environment as a Team Manager• Experience within customer services• Excellent leadership and communication skills• Strong coaching and people-development skills through call listening, quality feedback, etc.• Ability to deal with demanding customers and escalations• Energetic and motivating individual• Creative thinking• Passion for customer experience• Ability to work with minimal supervision

Responsibilities

• Work closely with the team, motivating and coaching them• Hosting 1-2-1’s and team meetings• Keeping up to date with business development and new product lines• Manage day-to-day line activities, prioritise, and make risk/impact assessments within existing processes and procedures towards achieving SLAs• Ensure training and development plans are maintained for all team members• Ensure targets are achieved• Lead and inspire the team of agents to deliver excellent levels of individual/team performance and customer satisfaction• Support to deliver business targets and objectives and create a performance orientated culture• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team• Work with the management team to identify and deliver positive change and business efficiencies• Escalate any appropriate problems to senior management