Job Description:
staff Management and Coaching are Key Elements of the Role and the Role Holder Will Be Expected to Manage, Lead and Develop a Team of Agents
- Managing the Processing and Response to Incoming Chat and Emails in a Timely, Compliant and Customer Friendly Manner
- Working Closely with Colleagues and Qa Team to Identify Issues and Improve Service Performance.
- Monitor Day to Day Service Delivery and Quality Results
- Work Closely with the Uk Specialty Customer Success Team to Ensure Alignment of Action and Clarity of Understanding
- Identify Opportunity Structurally to Reduce Service Demand By Identifying Areas of 'friction' in Our Relationships with Our Customers
- Promote, Share and Build Awareness of Vulnerability Within the Ops Environment.
- Review and Interpret Operational Mi to Enable Sufficient Control to Be Maintained Over Operational Delivery & Provide Regular Updates to Management
- Review and Maintain Plans to Ensure Adequate of Operational Capacity to Ensure Cost Effective and Customer Satisfying Service.
- Routine, Timely and Thorough Review of Existing Procedural Documents, Working with Head of Process Management
- the Nature of the Role Means that the Role Holder Will Become Involved in Process Improvement Projects and other Activities Designed to Improve and Develop a Growing and Changing Business.
- It is Important Therefore that the Role Holder Can Display Solid Analytical Skills and the Capability to Work Constructively with Colleagues Both in India and the Uk.
technical Skills & Experience:
high Level of Fluency in Written and Spoken English
- Previous 1st Line Management Experience in a Service Environment
- Solid Planning Skills - Able to Manipulate Data to Provide Actionable Insights
- High Level of Influence - Able to Build Strong Sustainable Personal Relationships
- Bias for Action - Willing to Intervene Personally On Cases Where Required
- Emotionally Robust - Able to Deal Personally with the Most Complex,