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- Lead the CC team to meet and exceed business objectives, service targets corporate goals including operational metrics, quality, customer satisfaction, client satisfaction, and absenteeism and attrition.
- Responsibility for operational processes & overall delivery & business performance
- Continually review and monitor work performance of all advisors against agreed KPI’s, ensuring that calls are handled professionally.
- Support the completion & circulation of all reporting to the customer/ clients as per the contractual requirements.
- Maintain regular communications and feedback, ensuring accurate and timely communication of any client/campaign issues to Senior CC Manager.
- Evidence of effective interpersonal, coaching and leadership/supervisory skills.
- Previous Team Leading / Managerial experience is essential.
- Reporting, Operational and Analytic skills.
- Planning & Logistics experience
- This role requires LEVEL 2 DBS clearanceÂ
- 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
