Contact Centre Shift Manager
3 weeks ago
This is a hybrid position based in Bristol. We’re committed to your flexibility and wellbeing and our hybrid strategy currently requires two days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working .
We give you a world of potential
We’re offering an exciting new opportunity for an energetic, dynamic, customer-focussed people leader to join the 24/7 Contact Centre team. You will lead a team of highly motivated customer service professionals, striving to develop and empower them to deliver world class customer service while balancing client service demands in our Centre of Excellence.
As the Shift Manager, you will act as a key Point of Contact within the Contact Centres and will be responsible for the monitoring and delivery of SLA’s, along with being a liaison for key Stakeholders across multiple Business Lines and Regions.
You will be responsible for providing support to our Front office Client teams, supporting the implementation of business-driven initiatives, along with identifying and developing opportunities for continuous improvement throughout the Contact Centres.
As part of the Contact Centre Leadership team you will be responsible for the management of a group of Contact Centre Team Leaders, which will include embedding Computershare’s purple culture within their team, driving employee engagement along with championing learning and development opportunities.
A role you will love
You will take full responsibility for your team’s contribution towards the success of the Contact Centres operational and service delivery goals; delivering excellent customer service whilst achieving client service level criteria, management and development of your team members, ensuring high quality assurance scoring and compliance with regulatory requirements.
As the Shift Manager, you will be responsible for analysing data to identify and develop opportunities for continuous improvement and follow through to fulfilment throughout the Contact Centres to increase both client and customer satisfaction.
Other key responsibilities include:
Actively manage, coach, and provide development plans for all team members, resolving performance issues promptly and provide motivation that encourages all team members to deliver to their full potential
Ensure our ‘Being Purple’ framework is in use as a development and motivational tool
Effective handling of escalated customer and client queries, seeking to resolve these quickly and with the best resolution possible for all parties.
Effective management of the running of the Customer Service Team in accordance with Computershare policies, including performance against KPI’s.
Working 35 hours per week, shifts will be between Sunday and Friday, starting between 6pm & 9pm. Start time can be flexible to meet business needs.
What will you bring to the role?
A strong understanding of an Operations/Contact Centre environment is very important, along with previous management experience to manage a multi-skilled high-volume Customer Service Team.
You will be able and efficient in prioritising workloads, have meticulous attention to detail and have a passion for working with others to achieve business objectives, using creative solutions to drive positive change to enhance the customer experience.
You’ll also need:
Strong Leadership skills
Operational knowledge
Stakeholder Management
Flexibility, adaptability to manage under pressure.
Change Management
Decision Making skills
Planning and Organising skills
Customer focussed with a strong desire to deliver exceptional customer service
Wider Contact Centre Industry knowledge is desirable.
Previous experience, coaching and mentoring a team of Contact Centre agents.
Rewards designed for you
Flexible work to help you find the best balance between work and lifestyle.
Health and wellbeing rewards that can be tailored to support you and your family.
Invest in our business by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well.
Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.
And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our handbook will help you find out more about our rewards and life at Computershare, visit computershare.com/careers-handbook
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