|Job Title:||Team Manager|
|Description:||Team Manager - Northampton, Northamptonshire
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.
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
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.
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
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
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
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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