Job Description

• Support the SD Manager in delivery of his day-to day responsibilities and deputize for him/her in his absence. 
• To support the SD Manager in ensuring that the team is achieving KPIs and SLAs
• To report on the performance of the team to SD Manager and identifying their training needs
• To work with SD Manager in providing the leadership, development and coaching of Assistant Manager, Team Leader and Specialist to ensure better performance and succession planning. 

• Working with HR and Recruitment drive the recruitment & selection of Team Leader and Specialist. 
• Contribute to the design and implementation of Change Programmes and Projects which impact the call centre 
• Carry out regular 121’s, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience. 
• Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets 
• Building and maintaining effective internal and external stakeholder relationships 
• Identifying and instilling best practice, processes and systems and drive continuous improvement environment. 
• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis. 
• Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved 
• Ensures service and targets, SLA’s and KPI’s are continually reviewed  and expectations are met with optimum levels of quality & service delivery. 
• Review (ISMS) Information Security Management System, IT & Management Information and make suggestions, recommendations as to improvements across the call centre  

Job Requirements

• 2 to 4 years experience in managing a call/contact centre and first line managers 
• Able to develop and nurture people 
• Improve performance across departments 
• Excellent communicator 
• Engagement and development of people skills 
• Managing team budget 

Additional Info