Role Purpose
The Customer Support Manager will have overall responsibility for the day-to-day running of the call Centre supporting EVO in the UK & Ireland market.
Engaging with key stakeholders both internally and externally you will be a brand ambassador representing the organisation.
With previous contact centre expertise, 3 direct reports and up to 24 indirect reports you will be responsible for spearheading projects by leading the team and meeting both internal and external deadlines ahead of target and to budget while continuing to drive SLAs and KPIs on a daily basis.
Job Background/@context
You will be responsible for the daily running and management of the call centre through the management of three Team Leads with experience in creating a positive and engaging working environment.
You will provide leadership and motivation through by a strong work ethic, coaching, mentoring and leading by example.
Having a great understanding of the business and ensuring that you motivate direct reports who in turn will motivate indirect reports.
Key Responsibilities
Lead the customer services team handling queries, escalations and day to day reports.
Maintains and improves Call centre operations by monitoring system and individual performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing system and process improvement and quality assurance programs
Meets call Center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
Prepares Call Center performance reports by collecting, analysing, and summarizing data and trends leading to insights analysis
Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
Accomplishes organisation goals by accepting ownership for accomplishing new and different requests
Recording statistics, user rates and the performance levels of the centre and preparing reports
Organising schedules, including shift patterns and the number of staff required to meet demand
Strong focus on communication and ensuring that any systems/operational issues impacting merchants are proactively reported to the relevant teams.
Attending weekly operations meetings, reviewing operational performance trends and presenting actions plans addressing performance gaps along with capturing and follow through of implementation of new customer requirements.
Coordinating staff recruitment liaising with HR staff
Ongoing coaching, mentoring and development performance reviews for the team.
Drive operational process improvements within the team in effectively supporting the customer's needs.
Additional Job Duties
Other job duties and responsibilities as assigned.
Education and/or Experience
Hold a minimum of a NFQ degree level qualification in a relevant discipline, being business studies, economics or computing;
Have a minimum of 5 years recent satisfactory experience relevant to Service Delivery including change and incidents management with 3 of those years being the management of people and/or projects;
Proven expertise in fast paced contact centre
Proven SLA/KPI implementation, management within a call centre environment
Proven excellent customer service focus – solution focused individual
Experience of IVR and phone system set up and management
Proven Performance incident management experience
Productivity reporting, data analysis and financial acumen
Highly detail oriented and organised in work with the ability to provide high quality verbal and written communication.
Well-developed listening and documentation skills.
Excellent interpersonal, communication, and problem solving capability
High level of initiative and integrity, consistently bring new ideas to the table
Strong organisational, presentation, meeting, and communication skills.
Proven ability to mentor, coach and lead a team to success
Strategy, product, and technical acumen and expertise
Proficient in Microsoft Office Suite, specifically Excel and PowerPoint
Strong knowledge of Customer Service and Industry practices
Technical aptitude and ability to learn software programs
Generate and share resources, trainings, and best practices
Be self-motivated and effectively manage your workload.
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