Call Centre Team Manager Vacancy

We are looking to recruit Team Managers to work in our brand new First Notification of Loss (FNOL) Contact Centre in Segensworth. This will be a 24/7 contact centre and we are looking for individual’s to manage the day and evening/night teams.

Role & Responsibilities

The successful applicants will manage staff members in all aspects of their role ensuring that all operating processes are adhered to, and in-house operating and telephony systems are used in accordance with set procedures. You will conduct quality audits, monitor progression and ensure staff meet and then exceed the Company quality standards, SLA’s, KPI’s to a ‘world class’ standard.  You will lead by example, motivate and encourage good team working.

The main accountabilities for the role are:

• To develop and demonstrably improve new and existing staff members in all aspects of their role through the provision of one to one mentoring, coaching and feedback.
• Have input into recruitment activity to specify staff requirements ensuring that the agents recruited have the capability to fulfil the expectations and requirements of the role.
• Ensure appropriate induction training and mentoring takes place with new starters within the team.
• Develop all new and existing staff to perform to and exceed company targets for quality, SLA’s and KPI’s.
• Spend up to 50% of your time in the coaching, mentoring and training capacity to improve agent performance.  This will include conducting 1-2-1’s and performance reviews.
• Spend up to 30% of your time conducting quality audits on team members, and to review supporting information from the Quality Assurance audit team to explore good or poor performance and identify root cause analysis.
• Identification of development needs within the team.
• To follow the escalation process prescribed per team and referrer/Insurer.
• Conduct daily, weekly and monthly performance reviews on all staff using available management information tools and general assessment to ensure delivery against quality, productivity and behavioural objectives.
• Identify process issues and areas for improvement to line management.
• Ensure team compliance with all HR policies, rules and applicable legislation.
• Identification of high performers and best practice sharing with internal stakeholders, ensuring that feedback is provided and objectives are set for the team.
• Ensure complaints and escalated issues are handled and logged in accordance with set operating procedures, SLA’s, scheme KPI’s and FSA guidelines.

Qualifications & Experience Required

It is essential that you have a proven track record of managing people in a contact centre environment.  Experience of Insurance, preferable within Motor, and the life cycle of a claim are also essential.  

We are seeking applicants that are resilient in nature with excellent time management skills.  Someone who adapts and responds well to change, is tenacious in delivering change effectively, communicates and networks well, and is able to adapt their communication style accordingly is essential.  You will also need to be organised and methodical with excellent mentoring and coaching skills. 

Above all candidates must have excellent verbal and listening skills, is a team player and have a good knowledge of Microsoft windows and excel. 

If you feel that you meet the requirements for this position then please apply now and include salary expectations and whether you want to work days or evenings.

To apply click the link below

Team Manager - Job Place