Team Manager

Role:

Call Centre Team ManagerPosition Summary

Location:

Crewe, UKJob ProfileThe Call Centre Team Manager works in partnership with the Call Centre Manager to provide, maintain and manage a professional and efficient call centre function through the successful leadership & supervision of a team of Claims Administrators or Customer Service Advisors (call centre dependent).

Primary Responsibilities

• Day to day supervision of all call centre advisors.
• Successfully manages delivery through others and works closely with the Management team to take responsibility for the development of subordinates in order to achieve departmental KPI’s.
• Actively implement and monitor team procedures and daily activity, taking ownership of issues and escalate any opportunities for improved efficiencies to processes or procedures.
• Manage and review daily phone calls and stats ensuring KPI levels are consistently met or exceeded; proactively rectifying areas of concern when necessary.
• Consistently provide a high level of service through the successful nurturing of and cooperation with internal relationships with those departments who depend on or who influence own work.
• Works closely and builds solid relationships with own and other teams within the Call Centres.
• Regularly reviews progress of tasks and monitors the ‘call stats’ live data board and ensure that departmental KPI’s are being met; utilises the reporting structure for all SLA’s and KPI’s.
• To highlight areas where KPI’s are not being met and use daily review meeting to escalate issues where applicable.
• Understands and can demonstrate a thorough understanding of departmental processes and procedures.
• To take responsibility for and respond to any complaints applicable to Team Manager level; escalates where relevant.
• Actively seek ways to motivate, coach and develop team through effective use of the Performance Management Process and transferring skills and knowledge to the team in the most appropriate way to the greatest effect.
• Celebrates and rewards good individual performance and addresses poor performance promptly in the appropriate manner.
• Monitors absence of team members as well as the absence line.
• Respect the value of information by following Likewize's data protection / information security policies and procedures.
  

FCA Conduct Responsibilities

Likewize is authorised by the FCA which means that we must meet a range of requirements, standards and rules, If we don’t all work to meet these standards the FCA have a range of enforcement powers they can use to protect consumers and act against firms and individuals.Those enforcement powers include imposing financial penalties or prohibiting individuals from carrying out regulated activities.Individual Conduct rules:

• You must act with integrity
• You must act with due skill, care and diligence
• You must be open and cooperative with the FCA, the PRA and other regulators
• You must pay due regard to the interests of customers and treat them fairly
• You must observe proper standards of market conduct
  

Requirements

• To have undertaken internal development programmes for internal moves
• To have experience of managing a team in a call centre for external applicants
• Understandings of the call centre industry & drivers for successful performance
• Development & coaching skills
• Proven ability to build, develop and maintain good relationships with internal and external customers.
  

Ensure Fairness & Embrace Differences

We believe in fairness – so much so that Fair is one of our core values. To us, fair means being straight up and honest, and impartial and appropriate in our interactions; it means that we embrace diversity and are respectful and inclusive to everyone.We know being diverse and inclusive goes beyond fairness. In fact, its fundamental to how we win. It takes all of us, with all our different points of view and experiences, to deliver for Likewize. Together we are committed to creating a work environment where differences are celebrated and are essential to our success.