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Assistant Contact Centre Manager - Middlesbrough / Birmingham / Pontypridd

Closing date
12 Jul 2022

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Contract Type
Full Time
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Job Purpose:
  • To effectively Manage & Development Team Leaders ensuring the best service to our clients customers is delivered.

Location: Middlesbrough / Birmingham / Pontypridd

Role & Responsibilities:

  • Raising performance by supporting and challenging your people through regular performance and development conversations and scheduled reviews.
  • Engaging and motivating your direct reports and influencing the wider team to deliver their best
  • Ensuring your people have the knowledge they need by communicating regularly to your team and encouraging feedback
  • Work with the LMD team to develop and coach your team to release their capability and maximise performance
  • Participating in the recruitment, selection, on boarding & induction of Team Leaders including support and participation with the Team Leaders development Programme
  • Manage Employee Relations effectively including investigations, grievance and disciplinary
  • Achieve people satisfaction measure and understand how to influence and improve
  • Be a strong leader and role model for your team
  • Proactively support and drive team build initiatives
  • Influencing the behaviour of others by leading by example, in terms of delivering a great customer experience and by demonstrating the Firstsource Values

  • Managing the day to day operation and workflow that delivers our KPIs (internal and client)
  • Contributing as part of a ACCM team and involvement in Client or Firstsource projects or initiatives
  • Carrying out your compliance duties aligned to risk, security and fraud management
  • Timely review & interpretation of management information ensuring adherence to contract, improving operational performance and productivity.
  • Seek to drive and uplift performance through innovative approaches.
  • Ensure data received and used for driving operational performance is made available to their teams in a timely fashion analysed and used to drive performance sanity checked for accuracy
  • Develop their managers for progression/succession planning purposes

  • Identify ways to improve our customer experience and implementing customer changes initiatives within your span of control
  • Responsible for driving company strategy, vision and values
  • Regular interaction with the Client and Firstource Senior Management team
  • Contributing to EVOC (External Voice of the Customer)

  • Support P&L Delivery including maintaining appropriate span of controls, highlighting areas of exposure for risk and take appropriate steps to minimize and meet financial targets.
  • Work in partnership with WFM to deliver client scheduling lock
  • Achieve attrition and attendance targets
  • Manage individual R&R budgets aimed at achieving high performance
  • Manage adhoc incentive budgets effectively to drive employee engagement and performance
  • Drive STS and other value add opportunities
  • Effectively and accurately check and sign off payroll file

Personal Attributes:
  • Good organisational skills and able to prioritise workloads.
  • Able to foster strong working relationships with staff and senior management.
  • Very good communication and interpersonal skills.
  • Passionate about people and their development.
  • Attention to detail.
  • Conscientious, reliable and self-motivated.
  • Helpful and approachable, sensitive to confidentiality issues.
  • Open and trustworthy.
  • Enthusiastic with a positive, can-do attitude to work.
  • Able to work co-operatively with others to complete tasks and implement process

  • Proven supervisory experience in the call centre industry, preferably within outsourcing.
  • Good communication skills- oral and written skills, people management and problem solving skills.
  • Presentational skills. Managing quality assurance programmes.
  • Strong business acumen. Ability to display business innovation.
  • Strong organisational, planning and analytical skills.
  • Good mathematical and statistical skills for analysis of performance, trend data and generation of reports.
  • Excellent knowledge of MS Office, especially `Excel`.ILM in Management.
  • Good knowledge of the product, process and the industry trends. Proven mentoring and motivating skills.

Minimum Criteria:
  • At least 5+ years management experience
  • Educated to degree level or have management experience in service delivery/contact centre environment
  • Ability to drive change in a pro-active manner
  • Good knowledge of product, process and industry trends
  • Strong communicator demonstrating approach ability, inspiration and motivation for others
  • Ability to effectively deliver through others
  • Good business acumen with commercial awareness
  • Good knowledge of MS Office package
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