About

Operate on the front line of service delivery within a busy 24/7 contact centre environment working with some of the countries well know charities as well as smaller key charity, government and 3rd sector organisations. Ensuring quality and performance levels meet and exceed expectations on challenging service lines. Work as key management figures with responsibility for the effective daily operations of their team including recruitment, onboarding, training and development activities. You will be required to: To provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing a team of customer service advisorsTo coach, develop and motivate the team and monitor their performance on a daily, weekly and monthly basis to ensure all personal targets are being achieved in accordance with QMSTo ensure departmental KPI's are being achieved whilst adhering to SLAsTo undertake 121's, meetings, appraisals and to comply with HR procedures in accordance with company policyTo ensure adequate resources are available to meet customer and contract needs Setting and meeting performance targets for speed, efficiency, sales and qualityManaging the daily running of your team within a busy contact centre environmentThe delivery of an inbound and outbound service as and when required, with a view to maintaining compliant service deliveryLiaising with Supervisors, other Team Leaders, team members, Contract Managers, external customers and other colleagues to gather information and resolve issuesFollowing the Quality Management System, to improve quality and minimise errorsReviewing the performance of staff, identifying training needs and planning training sessionsHandling complex customer complaints or enquiriesOrganising staffing, including shift patterns and the planning