Contact Centre Team Manager

1 week ago

Watford, Hertfordshire, United Kingdom Allwyn UK Full time

About the Role:

We are seeking a highly skilled Contact Centre Team Manager to join our team at Allwyn UK. As a Contact Centre Team Manager, you will be responsible for delivering exceptional customer service to all Allwyn customers and retailers, through effective performance management, coaching and development of a contact centre team.

Key Responsibilities:

  • Ensure all agreed departmental KPIs and GAMCOM requirements are achieved, resulting in an optimum level of service being delivered at all times.
  • Ensure all people related tasks are completed as documented in company procedures e.g. PDP Reviews, administration of the absence process, health and safety requirements.
  • Monitor the team's real time adherence to predefined work schedules, investigating and resolving variance as necessary, including attendance, shrinkage, and productivity (where dedicated real time management is not available).
  • Undertake performance management for each member of the team, develop Personal Development Plans (PDPs), jointly identify and secure appropriate learning, coaching and training opportunities aligned to the individual's preferred learning style and provide performance feedback in line with defined standards. Consistently manage all performance shortfalls.
  • Manage and improve the performance of operational processes and working practices.

Key Measures of Success:

  • Manages/supervises the daily management & acts as an expert in a customer contact related discipline.
  • Has strong knowledge of TNL products with a view of being a subject matter expert to agents & colleagues.
  • Solves complex problems when they arise whilst being innovative in their approach.
  • Understands customers needs & is able to manage/diffuse tense or difficult customer situations.
  • The ability to make decisions guided by functional support.
  • To demonstrate success in managing & improving absence within a contact centre
  • Review & improve AHT (Average Handling Time) within your team.
  • Shows accountability in managing & closing complaints within Internal timeframes.

Requirements:

  • Proven People Management experience
  • Experience of leading a team within a customer service environment
  • Ability to use Microsoft Office Applications
  • Knowledge of CRM solutions e.g. SAP/Gem Suite
  • Experience in analysing & using data to support development & performance of Contact Centre Agents.

Benefits:

  • 26 days paid leave (plus bank holidays)
  • Annual bonus scheme
  • 2 x Life Days
  • 4 x Salary of Life Insurance
  • Pension: we'll match your contribution up to 8.5%
  • Single Private Health Cover
  • £500 Wellness Allowance
  • Income Protection
  • Enhanced parental leave (maternity and paternity)
  • Eye Care, Dental and Cycle To Work schemes

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