Handled a team of 15 to 20 members (Direct Reportee's)
Voice process Experience Mandatory
Should have experience managing Contact Center Operations
Ensure the department resource is used appropriately to manage daily workloads and hit service targets, supporting your Manager with recruitment and the daily running of the department
Provide guidance and support to your team through continued performance feedback to ensure they display a high level of functional and technical expertise when handling all front line and back office tasks
Monitor, drive and record the performance results, displaying a proactive approach to coaching
Support across your own team and other departments by sharing information and expertise where required
Identify training needs amongst your team and providing necessary feedback for those training needs to be addressed appropriately
Maintain an appropriate level of knowledge regarding our products, procedures, service, system and frameworks
Support and embrace change/continuous improvements across the department
Any other tasks deemed appropriate by the Line Manager
