Contact Centre Team Manager

at  Higher Ed Partners

GENERAL ACCOUNTABILITIES

• Drive and enable a high-performing, customer-centric culture through exemplar behaviour in accordance with HEP UK Leadership Competencies.
• Achievement of budgeted enrolments, by Partner, with a focus on continuous improvement of the sales funnel to achieve results.
• Support the team to work collaboratively with Partners and across internal functional teams to achieve the department goals and contractual requirements.
• Lead the development of organisational capability through good people management, including the coaching, development and mentoring of all team members.
• Champion continuous improvement of both own team and other functions, inspiring team to actively seek to improve with an inclusive and open culture.ROLE SPECIFIC ACCOUNTABILITIES
• Analysing the WFM processes and systems, working with Contact Centre team members and leadership to maximise efficiencies, staffing and output.
• Effective communication of budgets and plans to ensure team are clear on their targets and KPIs, with continuous feedback and review to ensure targets are met within timelines.
• Work closely with the Contact Centre Operations Manager to ensure both standard and ad-hoc reporting, and process and systems improvements are identified promptly, with a proactive approach to achieving opportunities and mitigating risks
• Lead, coach and develop team to achieve and exceed individual goals and objectives, in alignment with Contact Centre Key Performance Indicators (KPIs).
• Analyse and evaluate available data to target highest priorities for the Contact Centre, and making plans and implementing change, and compiling reports as required.
• Ensures Enrolment Specialists calls are monitored at the prescribed frequency, identifies areas of success and concern and cascades key learnings appropriately.
• Proactively identify potential bottlenecks or inefficiencies within processes and initiate steps toward resolution of those bottlenecks. Utilizes critical thinking and problem-solving skills to resolve issues, in a timely fashion as to ensure the ability for the team to achieve goals.ROLE RESPONSIBILITIES
• Evaluates and delivers employee reviews ensuring timely delivery and real time feedback. Provides professional development and coaching to all employees.
• Responsible for successful talent acquisition into the team, by interviewing and selecting candidates who align with the organisations and departments mission and are the best match based on the roles, responsibilities, and guidelines for the position and coaching to deliver the same.
• Act as a 2nd Line point of escalation for issues identified by Enrolment/Retention Specialists and pod managers, providing effective resolution and communication of solutions, escalating to the appropriate Manager where appropriate.
• Support P&L Delivery including maintaining appropriate span of controls, highlighting areas of exposure for risk and take appropriate steps to minimize and meet financial targets.
• Responsible for driving company strategy, vision and values.
• Achieve attrition and attendance targets.
• Conduct Mid-Year and End of Year Performance Reviews with Enrolment Specialists and pod managers.
• To effectively implement Company HR policies and procedures within the team, including (but not limited to) Disciplinary, Performance Management, Probation, Absence policies. To act as a Stage 2 Formal Hearing Manager (i.e. Disciplinary Hearing) for own team, and to support other teams where required.
• Provide leadership and guidance in absence of the Contact Centre Director, such as representing at cross-functional meetings and assisting other departments.
• Regular evaluation and feedback of your team through call quality coaching, quality letter writing, ensuring performance objectives are set to assist in developing the teams performance and potential
• Manage ad-hoc incentive budgets effectively to drive employee engagement and performance
• Effectively and accurately manage, check and sign off Payroll file, including Company Sick Pay, commission, leaver final month pay, and incentive plans.
• Act as a subject matter expert and provide coaching and mentoring to pod managers and Enrolment agents as appropriate.
• Analyse Contact Centre tools, as the dialer strategy, to make the needed adjustments in collaboration with Technology department and operations team.
• Ensure the team is compliant and trained in all regards to all company policies and procedures, all applicable legislation and regulations, and communication standards and requirements.
• To work flexibly across the department, cross covering for colleagues as required
• To undertake any other responsibilities relevant to the role, or reasonably requested by the Line Manager

Key Skills and Qualifications:

• Business or Management qualification, or willing to work towards this
• Minimum of 3 years of experience in Contact Centre operations, specifically workforce management, reporting, analytics, process definition and QA.
• Advanced knowledge of Salesforce, and Dialler Contact Centre systems
• Advanced knowledge of Microsoft Office 365 Suite, notably Excel and Project
• Effective decision-making abilities

HEP is a Disability Confident and equal opportunity employer. HEP evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Job Location Remote within the UK - Full-Time/Permanent
Benefits:
Work remotely, occasional travel to our Brighton or London office will be required.
Salary of £40,000 per annum
28 Days Annual Leave + UK Bank Holidays
Career/personal development opportunities through our innovative training portal.
Enhanced Employer Pension Contributions at 6%
Generous refer a friend scheme (T&Cs apply

THE ROLE

To be accountable for leading and developing the Contact Centre enrolment team reporting to the Contact Centre Director. Driving achievement of department and team KPIs & SLAs, team engagement and retention, and delivery of exceptional customer experiences. Working closely with internal Technology and Partner Support teams and external stakeholders, the role will be responsible for delivering continuous improvement measures and sharing and implementing best practice activities with the support of the wider Management team.
The role will require a strong understanding of the different functional areas of HEP, and will be a pivotal role in driving excellence, a positive working environment, and effective collaboration to deliver success criteria of change projects and implementation.
Successful achievement of this role will require excellent leadership, with success demonstrable both through high Contact Centre engagement and retention, KPI and SLA results, and Partner and Student feedback. It will also require a strong background in workforce management, QA, forecasting, reporting, Contact Centre technologies (dialer and CRM) and performance analysis to ensure maximum efficiency and customer satisfaction.
Remote, with some travel expected across HEP UK offices

JOB PURPOSE

To provide leadership, development and coaching of direct report managers and enrolment Specialists to achieve team and department KPIs. To utilise in-depth knowledge of customer sales and service delivery, Contact Centre technologies and continuous improvement on best practices to maintain effective working relationships with key stakeholders and ensuring consistent delivery of SLAs.