Digital Operations - Management in Birmingham

Responsibilities

• Lead, motivate & develop a team of 12-15 customer support agents.
• Ensure team performance expectations are met by coaching and enabling direct reports to be successful in their role.
• Use data to understand agent level performance, identify trends and develop action plans to support improvements.
• Identify opportunities to improve customer journeys, actively encouraging your team to do the same.
• Provide inbound support and handle customer escalations when needed.
• Embed advocacy for the consistent delivery of exceptional customer service across your team, with intense focus on customer satisfaction/advocacy and professional customer support balanced with consistent achievement of standard business objectives.
• Take ownership of customer enquiries and respond to escalated customer issues in accordance with agreed procedures.
• Act as an escalation point for customer issues and complaints, providing hands on assistance by taking over calls where necessary.
• Collaborate & support peers to ensure consistency in leadership across all front line teams.
• Take shared responsibility with the other team managers for real time operational performance, ensuring that service level targets are achieved as set by the business.
• Work with broader business partners to ensure resource requirements are met, schedules are adhered to, and changes are well managed into the area.
• Develop a deep understanding of day to day expectations of own role and that of direct reports.
• Ensure agent and team controls are managed daily, weekly, and monthly whilst pro actively logging and escalating any new issues or risks.

Qualifications & Skills

• Previous experience managing a contact centre team, preferably in Financial Services/Retail Banking or other customer facing regulated environment.
• Demonstrable experience in coaching teams to achieve expected KPIs using recognised coaching models.
• Ability to create a positive team working environment that supports the retention & development of great customer service agents.
• Strong understanding of contact centre metrics and proven track record of achieving these.
• Ability to manage your own workload whilst balancing the needs of the customers and your team.
• Excellent analytical & problem solving skills.
• Ability to think creatively and change approaches to deliver better outcomes.
• Ability to stay calm and focussed while delivering on multiple priorities.

Benefits

• Healthcare & Medical Insurance: We offer a wide range of health and welfare programs that vary depending on office location.
• Vacation: We offer competitive vacation policies based on employee level and office location.
• Financial Wellness & Retirement: We assist employees in saving and planning for retirement, offer financial support for higher education, and provide a number of benefits to help employees prepare for the unexpected.
• Health Services: We offer a medical advocacy service for employees and family members facing critical health situations, and counseling and referral services through the Employee Assistance Program (EAP).
• Fitness: To encourage employees to live a healthy and active lifestyle, some of our offices feature on site fitness centers.
• Child Care & Family Care: We offer on site child care centers that provide full time and emergency back up care, as well as mother and baby rooms and homework rooms.