Online/Correspondence Team Manager
Job Purpose- This document provides a framework outlining the key experiences and functional skills that will be expected of the Team Manager.The role of Team Manager for Web support involves motivating, developing and driving a team of experts to succeed by delivering the highest levels of conversion, quality and customer service and support for the website via the company Web Chat function. This role is also responsible for managing the shifts within the Operations Department.The role involves ensuring that your direct team along with the Operations department are driven to succeed, motivated to exceed their targets whilst delivering outstanding customer service, exceptional quality within a results-driven environment. The Team Leader must have credible knowledge of managing people, driving change, have a proven track record in improving results alongside delivering outstanding customer service and quality.Essential Experience-
- Previous Call Centre management experienceProven track record in managing teams within a live chat/written correspondence environmentProven track record in driving resultsChange managementProven track record in motivating a teamExcellent time management skillsAbility to recognise problems and areas for improvementsStrong communication skills.Strong website knowledge
- Knowledge of HR policies, practises and procedures.
- Accountability for team performanceAccountability for driving customers online through the live chat functionEnsure that rotas are planned and shifts are suitably coveredUnderstand all organisational products, services, procedures, guidelines and ensure these are adhered toConduct regular reviews of Agents performance and manage underperformanceFeedback to relevant department on improvements based on staff/customer feedbackEnsure a safe and harmonious working environment for the teamMotivate and support team membersMentor teams, including regular 1-2-1 catch upsDrive performance improvements.