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Operations Team Lead
2 months ago
About the Role
We are seeking a highly skilled and experienced Contact Centre Team Manager to join our team at Activate Group Limited. As a key member of our operations team, you will be responsible for managing, motivating, and supporting team members to deliver a professional service, meet service level agreements, and exceed customer and client expectations.
Key Responsibilities
- Team Management: Daily management of the team, including effective resourcing, planning, and allocating work sources.
- Client and Customer Escalations: Act as a point of escalation for any client and customer escalations.
- Enquiry Management: Manage and take action on high volume enquiries, managing client expectations at all times.
- Performance Management: Review individual performance, attendance, and behaviour, and provide coaching and timely feedback to support all team members.
- Training and Development: Identify training needs for any team members and work with the Operations Manager and the Training team to implement training plans.
- Performance Analysis: Drive performance by monitoring key performance indicators and analysing relevant performance data with the team member to identify areas for improvement.
- Coaching and Development: Conduct side-by-side coaching and maintain a consistent approach to absence management.
- Communication and Reporting: Ensure communications and systems are regularly updated in line with company procedure and policy, and report and provide updates on team performance, including weekly targets and achievements, to the Operations Manager.
- Regulatory Compliance: Adhere to all relevant regulatory rules and guidance.
- Team Engagement: Responsible for regular engagement activities, and reward and recognition within the team.
Requirements
- Knowledge and Experience: Knowledge of multichannel contact centre operations and practical knowledge of other areas of the contact centre, industry best practice awareness, good reporting and analytical skills, ability to manage and coach a team, and excellent written and verbal communication skills.
What We Offer
- Competitive Salary and Benefits: We offer a competitive salary and a range of benefits, including 33 days holiday, personal health cash plan, enhanced maternity/paternity/adoption/shared parental pay, life assurance, and free breakfasts and fruit.
About Us
Activate Group Limited is a leading provider of contact centre services, employing over 700 team members nationwide. We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough. We are committed to making someone's bad day better, and our purpose and values define who we are and how we work with team members, customers, and suppliers.
