Responsibilities:
- Collaborate closely with the team, providing motivation, coaching, and guidance.
- Conduct meetings with supervisors to address performance concerns and offer feedback on progress.
- Participate in quality monitoring to ensure high standards are met.
- Oversee a performance improvement routine, prioritize tasks, and optimize procedures to meet SLAs.
- Ensure training and development plans are up-to-date for all team members.
- Utilize company methodologies, team input, and proactive strategies to meet attendance and retention goals.
- Ensure fair and consistent implementation of performance management and disciplinary actions when necessary.
- Assist the Operations Manager in identifying operational risks and areas requiring improvement.
- Lead and inspire the team to consistently achieve high performance levels and excellent customer satisfaction.
- Support the Head of Operations in achieving business targets and creating a performance-driven culture.
- Stay informed about industry changes that may impact the business and communicate this knowledge to the team.
- Work collaboratively with the management team to implement positive changes and improve business efficiencies.
- Deliver assigned operational responsibilities within agreed budgets, service levels, and business objectives.
- Escalate relevant issues to senior management as needed.
Skills, Knowledge & Expertise:
Required:
- Strong analytical mindset.
- Creative problem-solving abilities.
- Proven success in customer service management.
- Bachelor’s degree or equivalent qualification in a relevant field.
- Fluency in English (minimum B2 level).
- Strong coaching and communication skills.
- At least 2 years of experience in a contact center environment as a Team Manager.
- Excellent people development and coaching skills.
- Ability to handle demanding customer interactions and escalations.
- Energetic, motivating, and results-oriented.
- Flexibility to work on-site.
Preferred:
- Experience in the financial services, investment, banking, insurance, or similar sectors.
- Familiarity with COPC standards.
- Experience in report development.