About Our Client
Our client is a Property & Facilities Management company who provide facilities management, property and building services to the retail, licensed, commercial and public sectors.
The main purpose of the role is to manage the performance of the contact centre agents and manage the client’s workloads and contracted service level agreements. To motivate and performance manage, ensuring that key targets are met. Ensuring that appropriate action plans are in place for under performance, and positive feedback and recognition is given. To coach, and inspire agents to deliver service excellence, through high employee engagement.
Being available, accessible & assertive.
Encourage, motivate & inspire team by leading by example.
Encourage authenticity, honesty & integrity when interacting with the team.
Call Quality coaching & honest feedback, identifying challenges to overcome & opportunities to improve.
Monthly 1-2-1 meetings with team members, focusing on KPIs, behaviours, continuous improvement, development and business updates.
Conducting RTW interviews/ managing positive attendance, Performance Management sessions, Probation Review meetings & Personal Development Reviews, Disciplinary meetings and also assisting the broader leadership team in these areas.
Ensure Agents understand what their targets are, how they are scored and how they can be achieved.
Reviewing current targets and set new quantitative & qualitative targets for Agents.
Agent performance scores updated, visible, cross-calibrated and utilised to manage the team.
Ensure that appropriate action plans are in place for under performance.
Manage coach and inspire to ensure operational excellence and high employee engagement.
Daily Team Huddles to handover/ identify any issues that may affect the operation of the FMIC.
Focusing on resourcing daily vs. call volumes and ensuring that all call queues are adequately resourced, absorbing sickness & holidays, breaks & lunches across the 24 hour shift pattern.
Reviewing requests for holidays & unpaid leave whilst managing resourcing.
Ensuring that workflows are distributed throughout teams and that the output is measured & reported back to the CSM.
Monitoring the call queues and taking action to maintain the required Grade of Service & agent adherence.
Ensuring that emails to the Helpdesk Supervisors inbox are dealt with within a timely manner.
Ensuring that customers are treated fairly and are called back within agreed SLAs, providing quality customer service, including interacting with customers, answering customer enquiries, and effectively handling any client complaints.
Attending client meetings & business meetings with other teams across the business.
Undertaking project work to improve the operation of the FMIC.
TRAINING & DEVELOPMENT
To be an expert in understanding our clients and their policies & procedures.
To undertake Concerto system training.
Covering work patterns from 7am – 7pm weekdays
Rotational coverage of bank holidays as required.
Promoting the Company’s values at all times amongst the team
Ensuring that all HR processes and policies are adhered to, invoking disciplinary procedures where appropriate.
Conversant with current Health and Safety regulations.
To undertake First Aid & Fire Warden training.
Location – City Centre Leicester
The Successful Applicant will have:
Excellent leadership skills and experience
Strong time management and organisational skills
Can do attitude/flexible approach/excellent communication
Excellent IT skills
Hours - Shifts will be Monday – Friday between 07.00-19.00 and weekends adhoc covering holiday and sickness
What’s on Offer
Competitive salary- £24k per annum