Job Description

The role will include but is not limited to:

• Motivate and inspire direct reports to lead their teams to success conducting regular coaching and mentoring session to ensure the highest level of performance.
• Lead and become a cultural advocate for initiatives to increase employee engagement.
• Work closely with HR on all aspects of people management including absence management and attrition.
• Carry out performance management and disciplinary meetings where appropriate.
• Experience of managing a hybrid operation, home and office based
• Effectively drive high performing teams Operations
• Report to the Contact Centre Manager to ensure achievement of service levels and consistency in communication and operational processes and procedures across the Contact Centre
• Analyse, interpret and report on all Customer Service operational performance areas.
• Manage and improve internal quality and customer satisfaction performance measures. Calibrate quality reviews with the Rest of Europe Contact Centre.
• Liaise with key internal stakeholders to mitigate against impact of issues outside of business as usual.
• Resolve and drive measures to reduce complex or contentious/complaint issues, acting as the escalation point your teams.

Required Knowledge, Skills, and Abilities