TEAM COACH

We are seeking on behalf of our client additional team coaches for their operation based in Oxford. we are ideally seeking individuals who have held a similar role with a customer or contact environment.

ESSENTIAL

A sound background in both inbound and outbound. Confidence in client interaction. Ability to deliver successful solutions. Strong leadership & people development skills. Excellent influencing skills with the ability to drive improvements. Strong oral and interpersonal skills. Experience in report development and presentation.

To lead & develop a team of advisors on a daily basis. To provide a high level of service to the business & maintain/develop rapport with our clients. To ensure that all client service level agreements are adhered to (as per the clients statement of work). Monitor and provide feedback at individual and team level using management reporting. Set and monitor individual staff KPI’s and provide feedback at regular intervals.

Take appropriate action to resolve poor performance and drive improvements. Provide clear & strong direction to advisors at all times. Encourage & develop team members to their full potential.

Key Tasks

• Provide leadership, development & coaching to a team of advisors.
• Monitor individual and team performance (using both quantitative and qualitative measures) to ensure a high level of service is maintained.
• Deliver management reporting on individual and team performance to upper management.
• To ensure service level agreements & expectations of clients are met with optimum quality & service.
• Ensure that utilisation rates of individual staff are monitored on a daily basis.
• Proactively contribute to the design of client programmes and business procedures that increase customer perception.
• Deal with client escalations on a day to day basis.
• Clearly define and set KPI’s/targets for all customer service advisors.
• Conduct regular ‘one on ones’ with advisors to increase service levels and increase levels of job satisfaction.
• Liaise with the manager to ensure that all procedures within the contact centre are as efficient and effective as possible.
• To communicate clearly & openly with all levels of staff.
• Participate in the selection & recruitment of customer service advisors.
• Coordinate changes in staffing schedule of advisors.
• Close working relationship with the Client Service Manager to deliver against overall operational target

Agency/Employer: Key Personnel Management Limited
Town or City: Banbury
Location: Oxfordshire
Sector: Administration
Related Job Titles: Customer Service Team Leader,Service Team Leader,Service Team Manager
Permanent/Contract: Permanent, Full time
Experience: 2 years
Date: 08-05-2007
Salary: 17000 British Pound / Year

Apply to this job

Tell a friend about this job opportunity