Group Manager - Full-time / Part-time

Role Overview:

Reporting directly to the Operations Manager, the Group Manager is pivotal to the success of the Customer Experience Operation. You will be responsible for the day to day running of a high volume multi lingual customer operations, multi contact Teams. You will ensure efficient and effective use of the available resources to ensure that the customers SLA’s for both operational metrics and quality metrics are met and exceeded through effective forecasting/planning and scheduling and performance management of staff.

About You:

You will be an enthusiastic, passionate and smart leader who knows how to motivate and inspire a team of professional leaders.  You will manage a team of driven collaborative leaders who are core to the success of the customer journey. Your experience in dealing directly with new and existing clients, creating SLAs while collaborating with Senior Management is complimented by your open minded adventurous spirit. You’re a confident leader who surrounds yourself with well able people to get the job done while ensuring fun is instilled in the culture. Your self-awareness is next to none, you know your strengths and knows how to work them while at the same time you are fully aware of your weaknesses and rely on your team of leads to compliment you.

Accountabilities:

• Ensures exceptional day-to-day operation of the Customer Operations teams, and ensures effective use of training, quality assurance, systems and scheduling resources.

• Drives customer service strategy, working closely with Operations Manager to integrate into broader Voxpro plans.

• Ensure Customer Satisfaction Survey (CSAT) and productivity targets are met by Customer Operations teams.

• Ensures exceptional day-to-day operation of the Customer Operations teams, and ensures effective use of training, quality assurance, systems and scheduling resources.

• Drives customer service strategy, working closely with Operations Manager to integrate into broader Voxpro plans.

• Works closely with Team leaders and teams to ensure consistency and to collaborate on company-wide initiatives

• Coach and develop direct reports to ensure they deliver against the goals and objectives required to deliver superior customer service with their teams in line with the strategic direction of the company

• Building strong relationships with your client, you will have a full and proactive understanding of client requirements to ensure long-term relationships are fostered and maintained.

• Manage escalations efficiently and effectively, you will take ownership for resolving problems as they arise.

• Responsibility for ensuring that all the Client’s security requirements, policies and procedures are complied with

• Meeting SLA targets to ensure the customer’s requirements are constantly exceeded

• Provide key reporting to the client on a weekly/monthly basis on overall performance, new initiatives, quality, training and root cause analysis of performance. You will support client QBR’s.

• Provide leadership for projects and change management to deliver smooth implementations and on-going delivery of services for customers

• Ensure the operation is working to continuously improve processes which can add value to the clients business and metrics

Skills, experience, qualifications and attributes required:

• 3-5 years of Management Experience is a must

• Proven leadership skills with the ability to lead, motivate and develop a team of team managers.

• Client facing experience is essential for this role and you will have a proven track record of creating and presenting information requested by both clients and management.

• Excellent team player you will have proven experience at working within large and small groups with a direct line reporting structure to Management.

• Excellent communication and influencing skills with the ability to plan, prioritise and allocate work to achieve and exceed agreed SLA’s

• Experience at report writing and presenting detailed information to Senior Management and Director level

• Previous working knowledge of statistical analysis is essential

• A bachelor’s degree in Business or equivalent would be an advantageous 

• Experience of diverse contact centre technology and infrastructure is highly desirable

• Internal Applicants must have their managers approval prior to the closing date

Competencies:

• Strong management skills and proven leadership capability.

• Key focus on people development.

• Passionate about delivering exceptional customer service.

• Excellent communication, influencing and presentation skills.

• Analytical and process driven

• Problem Solving

• Communication

• Team Player with excellent negotiation and motivation skills

• Self-Starter