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Reporting to the HoBSC, leading a team of agents that are multi-skilled in order to carry out Voice, Email & Web Chat communication with internal and external customers. Alongside a range of administrative system activities. With the support of performance management MI the role holder will be required to support and coach the team to consistently achieve the requirement KPI’s. Managing all agents within the MAXIMUS behaviour framework and adhering to all organisational procedures whilst promoting a strong customer focus at all times.
- Lead and inspire a team of agents to deliver excellent levels of individual/team performance and customer satisfaction.
- Provide support and advice on all scheme technical aspects to develop the team.
- Support the Head of Business Support Centre to deliver business targets and objectives and create a performance orientated culture.
- Manage day-to-day line activities, using management information to produce individual performance targets and set realistic objectives.
- Highlight operational risks and areas for improvement and cost effectiveness.
- Support the development of the team through call monitoring, feedback, appraisal, and reviews and coaching as necessary.
- Host 1-2-1’s and team meetings.
- Ensure training and development and attendance plans are maintained for all team members, working closely with the team to motivate and coach them.
- Proven team management experience responsible for agents dealing with Inbound, Webchat and email communication.
- Coaching and communication skills.
- Minimum of 2 years’ experience within a contact/support centre environment as a Team Manager.
- Experience within customer services.
- Excellent leadership and communication skills.
- Strong coaching and people-development skills through call listening, quality feedback, etc.
- Ability to deal with demanding customers and escalations.
- Energetic and motivating individual.
- Creative thinking.
- Effectively manage employment relations within the team.
Desirable
- Customer Service / Contact Centre Operations Qualification (or working towards).
- Knowledge of performance evaluation and customer service metrics.
- Experience of identifying and delivering positive change and business efficiencies.
Key Business Priorities
- Meet or exceed customer requirements at all times.
- Enable teams to complete their objectives and optimise performance by removing barriers and managing issues.
- Ensure results add business value and meet or exceed agreed quality and performance objectives.
- Effective leadership and communication to create the right environment for individuals to learn, perform and progress.
EEO Statement
Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post. We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. Your?Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.
