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Job Description
Purpose of Job
To lead, motivate and develop an call center team of representatives who will deliver an excellent customer experience and achieve all Key Performance targets through quality service with high integrity
Responsibilities
- Manage the performance of the team, developing and coaching team members when they are carrying out their normal duties
- Manage the performance of the TEAM by recognizing and rewarding the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience
- Deal with under performance cases in a professional, consistent and timely manner, seeking advice as necessary
- Conduct regular 1:1 daily checkpoints and weekly plans.
- Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve and agreeing and monitoring development plans
- Manage the workloads of the team, motivating them to ensure that all KPI’s are met
- Communicate effectively with the team ensuring that all messages and information are being communicated consistently
- Be an integral part of the team, as well as visible to the team so that you can support, coach and develop them
- Ensure a high standard of code and leadership by being a role model and setting an example for others to follow
- Manage client relationships where applicable
- Management of day to day activities in the call center with your peers and reporting team
- Ensure that contracted service levels for the support are consistently delivered across all lines of business
Quality
- Monitor and feedback on all transactions (calls; emails; faxes, data entry; case logs) as applicable to current and future business needs.
- To provide individual coaching & training to team members where appropriate.
- To assist with process & product training on the account.
- Reach targets in respect of quality
- Foster a culture of continuous improvement in the account and overall operation.
Planning & Organizing
- Manage time and workload in order to meet administration requirements of the role.
- Ensure staffing levels are in line with forecast and work closely with HR Dept on recruitment drives
Decision Making
- Advise and propose solutions for customers via telephone, email, fax.
- Use knowledge of processes to decide if a problem / query should be escalated.
Communication
- Create and maintain effective working relationships with all colleagues
- Promote a positive and professional image of the organization.
Support by Management
- Minimum supervision is required but is readily available.
- Tasks are monitored to provide information relating to the individuals performance for the purpose of corrective action and improvement.
Job Requirements
- Previous Call Center management experience (an advantage)
- Effective Knowledge of Client Accounts and Structure
- High Level Knowledge of PC applications – Hardware & Software (Preferable)
- Excellent Level of Oral and Written English
- Leaving Certificate or equivalent
- Excellent communication skills
- Ability to work on one’s own initiative and under pressure in order to achieve results and targets.
- Demonstrate organizational and time management ability
- Professionalism to deal with people management issues as they arise
- Good attention to detail a requirement
- German Language is a must.
- English Language is a must.
- 2-3 years experience in call center minimum.
- Advanced Knowledge in (Microsoft Office applications- Word, Excel, PowerPoint, MS Project).
- Team management experience is a plus.
- Technical knowledge is a plus.
