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Call Center Operations Manager
2 months ago
The Portfolio Group is seeking an experienced Call Center Operations Manager to oversee the day-to-day operational management of our team and the output of work. As a key member of our management team, you will be responsible for managing Advisors' performance within a contact centre environment, ensuring they meet key performance indicators (KPIs) and quality standards while maintaining a high standard of service provided to clients.
Key Responsibilities- Drive Coaching and Development: Drive the coaching initiative within the department, ensuring advisors receive the necessary coaching and support to achieve continuous improvement in quality across the department.
- Leadership and Support: Build and maintain an effective, cohesive, and motivated service function, providing leadership and support to team members, colleagues, and peers.
- Training and Development: Identify training needs, themes, and trends as well as areas for improvement and communicate these across the department.
- Strategy and Implementation: 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 to support employee and client retention.
- Collaboration and Communication: Proactively collaborate with management to design, develop, and implement a portfolio of development strategies and initiatives to support business needs.
- Performance Management: Monitor and review Advisors' overall performance activity on a daily basis, providing detailed periodical reports as required.
- Reporting and Administration: Prepare departmental reports as required and coordinate the preparation of weekly rotas (including overtime/out of hours) to ensure the contact centre service is effectively covered 24/7.
- Recruitment and Staffing: Assist and lead in any recruitment and interviews for the department, ensuring that staffing levels are maintained, and staff attrition is reduced.
- Client Relations: Deal with client complaints and any service issues in a timely manner, ensuring that a satisfactory conclusion is reached on all occasions.
- Team Development: Promote awareness of additional service offerings and drive referrals within the department.
- Disciplinary and Performance Meetings: Conduct, where necessary, any formal performance meetings such as disciplinary meetings as necessary to provide the relevant outcomes in line with the Employee Handbook.
- Coaching and Development: A passion for coaching and developing others.
- Contact Centre Experience: Excellent contact centre operations and people management experience.
- KPIs and Reporting: Strong contact centre KPIs, reporting, and performance metrics and analytics experience.
- Leadership and Management: A 'can-do' attitude with the ability to support, drive, and motivate your team to achieve their best potential and performance overall.
- Organization and Time Management: Strong organization and time management skills.
- People Management: Excellent people management skills.
- Communication and Interpersonal Skills: Excellent communication and interpersonal skills.
- Customer Service: Excellent customer service skills and complaint resolution skills.
- Problem-Solving: Ability to provide constructive feedback where required and capability to work under pressure with a solutions-based approach.
