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Role Responsibility:
- To manage the day-to-day performance of a small team of Operatives ensuring the continuing achievement of SLA targets.
- To provide support and mentoring for direct reports and where applicable the wider team, guiding and developing their careers. Conduct monthly 1-1s and quarterly PDRs, ensuring all actions, development and training needs are documented.
- To ensure all staff have the necessary training and support to enable them to fulfil their roles in an effective and efficient manner.
- The post holder will be constantly looking at ways to improve staff retention and contribute to the increase of employee engagement.
- In conjunction with the Technical Services Manager the post holder will be expected to frequently review operational processes and to seek and implement new and improved ways of working
- The post holder will operate as a collaborative member of the management team, ensuring that accurate information is produced to strict deadlines, analysing weaknesses and developing corrective action.
- Produce regular management information reports to highlight areas of weakness to provide a continuous improvement plan across all areas of the business.
- Monitor daily and report KPIs achievement on a weekly basis detailing mitigated actions
- Proactively act in a manner that supports a healthy and safe working environment through effective management of incidents and hazards. To ensure that H&S is embedded at the core of all our processes, both within the Service Centre and for our onsite colleagues.
- Ensure that Kronos is managed correctly on a daily basis to ensure the accurate and timely payment of all staff under area of responsibility.
The Ideal Candidate:
- Proven consistent experience in management within a Contact Centre / Service Centreenvironment
- Experience and understanding of both soft and hard fm services and their delivery
- Experience in and confidence in the use of a CAFM system
- Ability to interrogate data and analyse reports
- Ability to lead a team in a rapidly changing environment
- Ability to handle multiple priorities in a fast-paced work environment
- Customer focused and responsive
- Demonstrated ability to coach & develop individuals and the team
- Advanced computer skills in MS Office
- Analytical and decision-making skills
- Excellent communication (verbal & written) skills
- Remain calm under pressure
