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Thursday, 22 February 2018 22:43 GMT

Job Details

Job Title:Team Manager
Description:Team Manager - Northampton, Northamptonshire Company Information Our client was founded in 1966 and is the leading credit card provider in the UK with 8.4 mln customers. 1 in 5 credit cards in the UK are issued by our client. Role Purpose The Management of Day to Day Centre Operations in conjunction with peers and the delivery of team objectives To direct, motivate, coach and develop Team Leaders within the Contact Centre to drive performance. To support the Centre Manager leading the strategic direction of the Centre Limits of authority for this role is £100.00 Principal Accountabilities Management of Day to Day Operations & Delivery of Team Objectives - 50 % Act as point of escalation for complaints and or other escalation calls Act as point of escalation for staff operational issues Act as escalation point for discipline and grievance Work with Intraday to proactively manage call handling Ensure daily adherence of Reporting Teams to staff schedules Ensure daily adherence of Reporting Teams to all Centre processes and procedures Ensure the real time delivery of Centre SLAs in conjunction with peers Ensure the delivery of overall Reporting Team Targets for shrinkages Ensure the delivery of productivity targets for reporting teams Ensure the delivery of Targets for Quality of Reporting Teams Ensure the delivery of all activity targets for reporting teams Ensure a consistent delivery of all Reporting Team targets Ensure performance reviews of Reporting Teams are conducted within Centre Guidelines Ensure reporting Team Leaders deliver staff development objectives Development of Team Leaders 35% Create a positive performance driven environment Design and implement development plans for staff Coach staff to achieve development plans Conduct performance reviews Conduct weekly 121s Conduct Real time staff coaching Delivery of Centre Communications 5% Contribute to strategic direction of the contact centre through the clear communication of centre direction provided by the Centre Manager. Effective cascading of communications from the Centre Manager. Develop improved communication processes to meet the developing needs of the centre ensuring that communications are received by Team Leaders and Advisors and are clearly understood. Contact Centre Development 5% Support the Centre manager to embeds contact centre best practice Optimise opportunities and develop relationships across the business to improve the customer experience Contribute to shaping people management policies, in addition to ensuring policies and process adhered to within the contract centre. Lead and create a culture where the company is viewed as ‘Employer of choice’. Change Management and Recruitment - 5 % Support practical implementation of strategic and technical change Support the development and implementation of process improvements to enhance the customer experience and reduce cost to serve Support the development of a customer centric culture – influencing team members to adopt new ways of working Conduct recruitment campaigns as directed. Candidate Specifications Technical Skills/Competencies Excellent Team leadership skills Excellent people management skills Excellent coaching skills Excellent communication skills including negotiation, influencing and presenting skills Strong Planning and organisation skills Strong Resource Planning skills Strong analytical skills Customer relationship management skills Strong commercial acumen Knowledge and Expertise (relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services and policies - Essential Team building and development Contact Centre best practice People performance management Knowledge of short, medium and long-term planning processes proven record of working within this environment. Competent in ability to apply governance, controls and risk management including Records Management Responsibilities. Good working knowledge of Call Centre Technologies Basic knowledge of Business Disciplines (e.g. Sales, Marketing, Finance, Operations, IT) Experience, qualifications and other requirements specific to the role - Essential 3 years experience of leading teams to achieve results within a contact centre environment. Proven track record of driving performance in a Contact Centre Environment – successfully deploying people, process to maximise results. 5 years experience of working within a contact centre environment - Preferred Good working knowledge of the company Strategies Good knowledge of the company competitor environment Good working knowledge of General Acquiring Good working knowledge of general IT applications Key Issues over the next 12-24 months Working to new guidelines relating to staff coaching and monitoring Working with greater focus on Team KPIs. Working with new Resource Planning processes. The Company Behaviours: of particular importance to this role High Performance: highly motivated, thrives in target driven environment, and pushes the team and themselves to deliver. A key behaviour must deliver exceptional results. Seeing world through our customer’s eyes: Owns issues and exceeds customer expectations. Essential - must be customer focused to ensure relationship building to enable sales conversion through exceptional service. Making the company a great place to work; Being welcoming, creating chances to learn and being proud of the brand. Displays enthusiasm, team spirit and desire for the dept to succeed. Delivering on promises: Always delivers to expected departmental standards. Being clear on priorities, managing risk and putting words into action. Great leadership & team work: Inspiring colleagues, winning together and ensuring great value for the business Respect, Trust and Integrity: Being straightforward. Being honest and speaking up. Always applying and working to bank governance and office standards.
Salary Range:£20 - £25/annum bonus, 27 days
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