Operations Team Manager

at  Activate Group Limited

SKILLS AND EXPERIENCE

• Knowledge of multichannel contact centre operations and practical knowledge of other areas of the contact centre
• Industry best practice awareness
• Good reporting and analytical skills
• Ability to manage and coach a team
• Excellent written and verbal communication skills

A BIT ABOUT US

Named by the Sunday Times as one of the UK’s 100 fastest-growing private companies, we employ more than 700 team members nationwide.
We work with some of the UK’s largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.
We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.
Want to know what it’s like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers:
Purpose: Make someone’s bad day better

ABOUT THE ROLE

To work in partnership with the Operations Manager to manage, motivate and support team members to deliver a professional service, meet SLAs and exceed our customer and client expectations. With an emphasis on coaching and leading by example through our values to drive performance by setting stretching objectives and working towards team and individual targets.

KEY RESPONSIBILITIES

• Daily management of the team, including effective resourcing, planning and allocating work sources.
• Act as a point of escalation for any client and customer escalations.
• Manage and take action on high volume enquiries, managing client expectations at all times.
• Review individual performance, attendance and behaviour and provide coaching and timely feedback to support all team members.
• Identify training needs for any team members and work with Operations Manager and the Training team to implement training plans.
• Drive performance by monitoring KPIs and analyse relevant performance data with the team member to identify areas for improvement.
• Conduct side by side coaching
• Maintain a consistent approach to absence management
• Ensure communications and systems are regularly updated in line with Company procedure and policy.
• Report and provide updates on team performance including weekly targets and achievements to the Operations Manager
• Adhere to all relevant regulatory rules and guidance
• Responsible for regular engagement activities, and reward and recognition within the team.