Performance Manager

Recruiter
Interaction - Watford
Location
Hemel Hempstead
Salary
£40k - 50k per year
Posted
15 Feb 2017
Closes
15 Mar 2017
Sector
Retail
Contract Type
Permanent
Hours
Full Time

Performance Manager

My client, a leading company based in Hertfordshire are currently recruiting for a Performance Manager.

Responsibilities:

  • Ensure Team Leaders are given the tools to support and coach their team to deliver a high level of Customer Care.

  • Support and coach Team Leaders to performance manage staff effectively and achieve team KPI’s (quantitative and qualitative).

  • Understand and use all available performance information in order to improve service as well as staff development.

  • Head up meetings, relaying all information from Senior Management.

  • Identify opportunities to support and improve performance through improvement or development plans.

  • Follow your schedule to complete all meetings, including daily huddles, weekly 121s and team meetings.

  • Identify issues and trends impacting operations and work with the relevant stakeholders to resolve/escalate

    Person Specification

  • Experience of managing Team Leaders in a customer contact centre environment.

  • Demonstrable experience of managing multiple workflows to a set of targeted KPI’s

  • Performance management experience (quantitative and qualitative)

  • Demonstrable experience of managing HR issues effectively

  • Used to working in a high volume, fast paced, ever changing environment

  • Proven ability to multi-task a number of sometimes conflicting priorities

    Key skills:

  • Customer focus

  • Excellent communication skills both 1:1 and in large groups

  • Results orientated

  • Problem solving and troubleshooting

  • Self-managing and decision making

  • Planning and organising

  • Team player