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Customer Care Team Leader

4 months ago

Milton Keynes, United Kingdom bp pulse Full time

**Company Description**

bp pulse has established itself as the market leader in electric vehicle charging, providing solutions for EV drivers to charge at home, at work and on the road. On our mission to make charging fast and hassle-free, our charging points have been used over30 million times to enable around 200 million miles of zero tailpipe emission driving.
- **Coaching**:To act as a coach and mentor for their team, while also communicating essential company messaging. Team leaders should both assess the performance of their team and guide and motivate them to improve.
- **Motivation**:To motivate their team and encourage them to drive performance.
- **Performance Management**:To understand both the quantitative and qualitative aspects of performance, and to clearly explain performance and its drivers to all relevant parties.
- **Communication**: Act is an interface between department management and customer care agents, ensuring good communication.
- **Customer Focus**:To use their deep understanding of all our customer journeys, and help agents gain an empathetic understanding of customer needs to assist in driving customer service levels.
- **Behaviours**:To model the behaviours we expect from customer care agents.
- **Standardisation**: To maintain an awareness of the department beyond just their team, to ensure there are standardised ways of working across Customer Care.

**Key Responsibilities & Tasks**

**Department-level Responsibilities**:

- Ensuring that established processes are adhered to (both remotely and on site) and ensure that teams and agents follow a standardised approach.
- Supervise the running of a safe and efficient operation, working within guidelines to help ensure that established processes are adhered to (both remotely and on site) and that teams and agents follow a standardised approach.
- Be an SME for critical customer operations systems to maximise process efficiency and customer engagement.
- Provide shift and time management, including approval of annual leave.
- Attend the daily and weekly stand-ups and operations calls, reporting on performance and communicating across the department.
- Manage breaks and lunches in line with realtime customer demand requirements.
- Manage escalated issues from agents and the shared team leader mailbox, escalating to the head of customer care as required.
- Support or lead on specific projects as required.
- Provide operational performance reporting as required to relevant parties. This can be expected to be the head of customer care, demand forecasting / planning, and realtime functions.
- Act as duty manager for shifts where no manager is present, taking responsibility for escalating P1 and P2 incidents as required to operational on-call representatives.

**Team-level Responsibilities (Managing a team)**:

- Drive for a culture of continuous improvement through KPI management and process review.
- Run weekly team huddles with the team to update them on business news, review metrics and set focus areas and targets.
- Maintain a Skills Matrix for the team & review regularly to identify skills gaps. Use the skills matrix to organise agent skills development to ensure that the team has adequate skills available to match anticipated volumes of case types.
- Be responsible for supporting with hiring process and have the authority to accept or reject prospective hires into their team.
- Onboard and monitor new staff through their probationary period.
- Manage team absences and return to work requests.

**Agent-level Responsibilities (Managing individuals)**:

- Organise and run weekly group and individual training sessions for agents, focussing on how their actions impact KPIs and setting them individual performance targets.
- Carry out formal staff 121’s for all team members at least monthly, including a minimum of 3 call listening sessions per agent. This should then be supplemented by regular ad-hoc coaching, averaging at around 1 hour per agent, per week.
- Identify training needs and organise and/or deliver training to develop skills.
- Undertake and support employee appraisals and pay-structure reviews.
- Undertake disciplinary and related tasks in conjunction with HR support.

**Other key interfaces (Working with peers and other business functions)**:

- Have regular contact with planning (at least weekly), aligning on forecast demand and our requirements for headcounts, hiring, training, overtime, annual leave, etc. This is based around the weekly ops meeting.
- Have daily contact with realtime analysis, aligning on managing our answer rates and wait times, through intra-day management of breaks, lunches, training etc.
- Have regular contact with other team leaders, ensuring standardisation of ways of working and looking for synergies across teams, such as finding groups of agents in needs of similar coaching and organise cross-team group coaching sessions.

**Qualifications**

**Knowledge & Experience**
- Experience managing a team, preferably in a contact centre environment
- The ability to effectively motivate and performance manage teams in a fast-paced environment
- Interpersonal skills with the ability to develop effective relationships at a variety of levels both within the team and with the client and customers.
- A high level of organisational, planning and time management skills.
- Experience driving quality in a customer-facing environment
- Excellent communication skills.
- Experience in a coaching or mentoring role
- Results-orientated and target driven.
- Computer literate (Outlook / Word / Excel).
- Preferred: Working knowledge of Amazon Connect, Salesforce

**Additional Information**
- This role will sometimes require flexibility outside of normal production hours to undertake & engage with the BP Chargemaster 24-hr operation.
- Preferred but not required: Working knowledge of Amazon Connect, Salesforce Service Cloud.