Contact Centre Team Manager
Rentokil Initial
- Naas, Co Kildare
- €37,500 per year
- Permanent
- Full-time
- Drive consistent improvement in relationships, processes and procedures across teams
- Develop excellent working relationships with operations, administration and external contact centres
- Manage team members to ensure customer service excellence at all times
- Drive quality through coaching, monitoring and customer feedback
- Ensure all customer queries are actioned and resolved satisfactorily in a timely manner
- Maintain stable headcount and absence levels to meet business targets
- Ensure teams are developed to be multi business functional
- Understanding of all contact centre processes – across all functions and businesses
- Ensure all staff arrive in plenty of time to start shift by monitoring and
- managing adherence to schedule
- Interact with other team managers to ensure a smooth running of all teams in the department
- Distribute workload to staff accordingly ensuring schedules updated
- Manage shift and holiday process ensuring correct staffing levels at all times
- Guide, coach and develop individuals
- Monitor, review all KPI measurements ensuring all targets achieved
- Monitor, call routing structure to ensure service levels are achieved
- Ensure all team reporting is accurate and distributed in timely manner
- Constantly review development needs of the teams
- Develop relevant training packages
- Regular team meeting
- Provide regular updates and progress against targets
- Communicate updated processes, procedures and any criteria changes in timely manner
- Motivate and drive team to exceed targets
- Undertake other projects and duties commensurate with the post, as required
- Collaborates – Effectively encourages good relationships with colleagues and suppliers
- Proactive - Identifies improvement opportunities and seeks out solutions, communicating issues clearly too senior management as necessary.
- Prioritises – Regularly reviews tasks by urgency and importance to ensure the most effective use of time.
- Understands self and others – Awareness of why others act as they do, and uses this information beneficially.
- Develops self and others – Invests time and resources to develop others’ long term capabilities through support, coaching and feedback
- Leads and Inspires – Inspires others by creating and communicating a compelling vision
- Engages – Listens to and acts positively on colleagues feedback and ideas
- Commercial Insight – Digs deeper and gathers information in order to make sound business decisions
- Entrepreneurial Drive – Drives to achieve and exceed goals, continuously improves business performance
- Initiative – Is proactive in searching for intuitive ways to solve problems