Contact Centre Team Manager

at  PPP Taking Care

INFORMATION

Job Ref:
HB1128377ExeCCTM
Location:
Exeter
Postcode:
EX2 5SP
Type of contract:
Permanent
Salary:
£33410.18 to £33410.18 Per Annum
Posted Date:
Friday, August 23, 2024
Closing Date:
Wednesday, September 4, 2024
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The Contact Centre Team Manager will have the following responsibilities:

• Leading a team of up to 20 Operators providing excellent levels of customer service
• To ensure achievement of PCA (Percentage of Calls Answered) and all Emergency Resolution operational KPIs through effective management of Operators.
• Performance manage the team to achieve agreed KPIs and Objectives
• To hold regular one-to-one’s and team meetings, focusing on performance, service delivery and colleague personal development
• Working with the Emergency Resolution Centre Manager and Change Lead to deliver projects in line with department and company strategy.
• To contribute new ideas that will enhance service delivery, efficiency, and colleague engagement.
• Support the recruitment and onboarding of new team members.
• Handling calls at peak times and dealing with difficult and distressed callers, their families, and other associated parties.
• To attend B2B client review meetings as needed
• Manage and resolve complaints in line with company policy
• Incident management – identify for escalation and manage situation
• Ensure compliance with all TSA QSF framework requirements
• Managing and enforcing Health and Safety, Security, IT policies and procedures
• Maintaining confidentiality, security of information and premises (Data Protection Act 1984

Development and Training of our staff is really important to us, and you will need the following core skills and experience to be able to fulfil the role of Contact Centre Team Manager:

• Demonstrate ability to manage multiple tasks and consistently deliver against objectives and targets.
• Proven experience of leading highly engaged teams in a high-volume customer facing operation
• Demonstrate a continuous improvement mindset
• Demonstrate experience in contributing to improvements that have had a positive impact
• Experience of interpreting and using MI to support individual and team improvements
• Experience of using CRM/Contact Centre systems (preferable)
• Experience in MS Office Packages
• Previous experience in a telecare/emergency contact centre setting (desirable)
• Demonstrate working within a collaborative team, comfortable developing relationships across function