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- Lead a team to meet and exceed business objectives, service targets corporate goals including operational metrics, quality, customer satisfaction, client satisfaction, and absenteeism and attrition.
- Continually review and monitor work performance of all advisors against agreed KPI’s, ensuring that calls are handled professionally.
- Manage a team of advisors daily.
- Maintain regular communications and feedback, ensuring accurate and timely communication of any client/campaign issues to Operations Manager.
- Evidence of effective interpersonal, coaching and leadership/supervisory skills.
- Previous Team Leading / Managerial experience is essential.
- Reporting, Operational and Analytic skills.
- Previous experience working in a call centre environment is essential.
- Excellent verbal and written communication skills.
- Good numeric and verbal reasoning skills.
- Effective problem-solving skills.
- Performance management skills and experience.
- Client/customer management skills
