Job Description

Roles & Responsibilities

Responsibilities:

Work closely with the team, motivating and coaching them.
Facilitate meetings with supervisors to discuss performance issues and provide feedback on progress.
Participate in Quality monitoring.
Manage a performance improvement routine, set priorities, and improve procedures toward achieving SLAs
Ensure training and development plans are maintained for all team members.
Use company methodology, team input, and initiative to ensure attendance and retention targets are achieved.
Manage the fair and consistent application of performance management and disciplinary measures as necessary.
Support the Operations Manager in highlighting operational risks and areas for improvement.
Lead and inspire a team to deliver excellent levels of individual/team performance and customer satisfaction.
Support the Head of Operations to deliver business targets and objectives and create a performance-oriented culture.
Keep up to date with any industry changes affecting the business and relay this knowledge back to the team.
Work with the management team to identify and deliver positive change and business efficiencies.
Deliver the allocated part of the operation within agreed budgets, service levels, and business targets.
Escalate any appropriate problems to senior management.

Requirements:

Analytical mindset,
Creative thinking
Demonstrated success in the CS management field.
Bachelor s degree or higher qualification in a relevant discipline
Fluency in English (your English level must be B2 or higher)
Coaching and communication skills
Minimum of 2 years of experience within a contact center environment as a Team Manager
Strong coaching and people-development skills
Ability to deal with demanding customers and escalations.
Energetic and motivating individual
Flexibility with working in an onsite setting

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