About This Role
Summary of the role
You'll work alongside other Contact Centre Managers to support the delivery of an effective Customer Services offering via an inbound Contact Centre of approximately 200 colleagues. You will hold responsibility for management of the Real Time Management team who are accountable for ensuring appropriate availability and deployment of resources to deliver optimal performance, for monitoring contact centre performance in real time, identifying trends, anomalies, and areas for improvement.
You will also oversee the Digital and Record Management team and will be responsible for timely planning and associated activity to support effective integration of change across the Contact Centre.
You can expect to lead, motivate, and guide your teams by actively coaching and developing them. You'll keep the team highly engaged and committed to doing their best work for customers and stakeholders.
Please note, as this is a people leadership role the successful applicant will be supported to succeed in their new role through enrolment in the appropriate level of our Diligenta Leadership 'Step' Pathway (subject to eligibility criteria), designed to drive quality and consistency across the organisation.
What you will be doing
You'll have experience in a leadership a Contact Centre environment with a thorough understanding of real time monitoring and resource planning/forecasting. Highly organised, you'll be comfortable leading, influencing and motivating a team, communicate well and be able to utilise your problem-
solving skills.
You'll have line management experience and a detailed knowledge of the regulatory and legislative requirements in Life and Pensions.
- Direct line management responsibilities including development and performance
management
- Ensure appropriate availability and deployment of resources to deliver optimal service
- Create a culture which develops colleagues and supports our succession plans;
managing the performance, training, qualifications and development of colleagues to secure their commitment and competence and to drive performance and results
- Ensure timely planning and associated activity to support effective integration of change across the Contact Centre
- Communicate effectively with key stakeholders in a timely manner, escalating risks and issues upwards as appropriate
What we are looking for
- Proven operational management evidencing delivery through others in a Contact Centre environment
- Proven planning ability in relation to service and resources, including integration of
change
- Ability to remain calm and resilient under pressure
- Ability to negotiate, problem solve and influence to achieve results
- Ability to build and embed an active leadership culture focused on the development and performance of colleagues
The hiring manager to contact is: Kim Jeffries
Email: kim.jeffries@diligenta.co.uk
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