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Special Ops / Commercial Full Time

at RAC Walsall in Walsall (Published at 26-05-2021)

RAC are now recruiting a Contact Centre Team Manager on a Permanent basis to join the Special Ops Team in Walsall.


As a Contact Centre Team Manager, you will be responsible for managing a team of up to 20 agents. You can expect to be completing monthly 121?s and coaching with all team members to continuously drive strong performance and improve the customer journey. As a Team Manager you will positively drive engagement across the team and your department and ensure strong moral. Your role is to offer support and guidance to all team members including new starters into the department and help resolve any issues and customer complaints as quickly and effectively as possible. There will be tight deadlines and KPIs to achieve so will be required to motivate your team to succeed.


Key Accountabilities

  • Full adherence to Deployment Excellence Programme and the workstreams involved
    • Implication of manual interference in iCAD, individual implication and impact on future iCAD decisions
  • Overall performance measures
    • Colleagues understand what the performance measures within CSC are and how to positively influence

    • Full utilisation of orange resources in line with business requirements

    • Negative impact on regional performance - individual colleague performance, monitored through feedback and future reporting

  • Adherence to Process
    • Utilisation and understanding of roadside and contractor processes - impact on not adhering to process,

    • Feedback to highlight continuous improvement where process does not support customer service or business requirements

  • To fully understand and support the duty performance manager role and the activity involved
    • Red Day Management

Engagement:


  • Promote a culture of motivation and positive morale amongst team colleagues by building team spirit, participation and recognising the contributions of individuals.

  • Ensure colleagues are engaged in their continued development by identifying training and development needs and determining effective solutions.

  • Ensure colleagues are aware and aligned to business strategies
    • Engaged Colleagues

    • Great Service

    • Sustainable Growth

  • Working with resourcing to ensure each of your team colleagues attend a ?Love What you do? engagement activity


Business Stakeholder Relationships:


  • HR/ER ? to remain consistent in approach to formal polices and processes

  • Resourcing ? to ensure adequate cover is in place for colleague off floor 121?s

  • Roadside Management ? to ensure relevant feedback is collated and delivered

  • RACCA/ Motability and Mercedes ? to ensure full understanding of each business unit requirements.


Qualifications

We are looking for an experienced contact centre team manager with proven outstanding leadership and line management skills. RAC can be a fast paced and demanding environment so this role will suit someone who thrives in a busy work environment but can still delivery strong results. Clear knowledge of industry standards across telephony and customer contact is an absolute must, ideally within a Finance Services regulated environment. The ability to drive consistent high performance across your team and department through multiple coaching and support methods is essential along with the confidence to improve and maintain a healthy and positive moral and team engagement.


There will be an ?on call? element every 1 in 3 weeks covering Evenings, Nights and Weekends.


The successful candidate will be required to work flexible shift patterns across the contact centre opening hours which are between 0600 and 2200.



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