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Call Center Operations Manager
2 months ago
To oversee the day-to-day operational management of the team and the output of work in a fast-paced contact center environment.
To manage Advisors' performance within a contact center environment ensuring they meet key performance indicators (KPIs) and quality standards whilst maintaining a high standard of service provided to clients.
To coach, inspire, motivate and support the team as necessary to maintain strong working relationships within the team and with our clients.
Day-to-Day Responsibilities- Drive the coaching initiative within the department, ensuring advisors receive the necessary coaching and support achieving continuous improvement in quality across the department.
- Build and maintain an effective, cohesive and motivated service function, providing leadership and support to team members, colleagues and peers.
- Identify training needs, themes and trends as well as areas for improvement and communication of these across the department.
- Develop, and implement a strategy to ensure there is strong technical knowledge across the department with high quality service provided incorporating best practice and fresh thinking ensuring to support employee and client retention.
- Proactively collaborate with management to design, develop and implement a portfolio of development strategies and initiatives to support business needs.
- Undertake training with new and existing members of the team as identified through coaching, QA audits and in line with our learning and development framework.
- Promote awareness of additional services within the Group and subsequently drive referrals within the department.
- Effectively manage all Advisor workloads, in line with departmental requirements, to ensure that we efficiently respond to client queries.
- Monitor and review Advisors' overall performance activity on a daily basis, providing detailed periodical reports as required.
- Prepare departmental reports as required.
- Coordinate the preparation of weekly rotas (including overtime / out of hours) to ensure the contact center service is effectively covered 24/7.
- Assist and lead in any recruitment and interviews for the department ensuring that staffing levels are maintained, and staff attrition is reduced.
- Deal with client complaints and any service issues in a timely manner ensuring that a satisfactory conclusion is reached on all occasions.
- Promote awareness of additional service offerings and drive referrals within the department.
- Conduct, where necessary any formal performance meetings such as disciplinary as necessary to provide the relevant outcomes in line with the Employee Handbook.
- Carry out any other tasks deemed necessary by the Management Team.
- A passion for coaching and developing others.
- Excellent contact center operations and people management experience.
- Strong contact center KPI's, reporting and performance metrics and analytics experience.
- A 'can-do' attitude with the ability to support, drive and motivate your team to achieve their best potential and performance overall.
- Strong organization and time management skills.
- Excellent people management skills.
- Ability to work in a fast-paced contact center environment.
- A dynamic and flexible approach, as well as the ability to work under pressure.
- Excellent communication and interpersonal skills.
- Excellent customer service skills and complaint resolution skills.
- Ability to provide constructive feedback where required.
- Capability to work under pressure with a solutions-based approach.
- Contribution to business growth and service improvements.
