Deputy Manager for the Service Team
- Recruiter
- Page Personnel Secretarial
- Location
- England, London
- Salary
- £30000 - £32000 per annum + Extensive Benefits
- Posted
- 13 Oct 2016
- Closes
- 10 Nov 2016
- Ref
- 13768392/001
- Contact
- Chris Edge
- Job Title
- Customer Services
- Industry Sector
- Technology
- Contract Type
- Permanent
- Hours
- Full Time
Deputy Manager for the Service Team - Tech software
Manage, motivate and develop Support Specialists, Product Specialists and Technical Product Specialists
Client Details
Fast growing Global Software provider
Description
- Manage, motivate and develop Support Specialists, Product Specialists and Technical Product Specialists
- Develop and manage effective relationships with customers, stakeholders, and third parties
- Continuous improvement; support and facilitate the shift leader with operational improvements to service delivery
- NPS management -internal and external follow up and escalation where required
- Be the first point of escalation for Shift Leader
- Ensure that the Risk & Compliance Manager is informed of any perceived risks
- Ensure all calls are handled professionally and conduct regular call recording reviews for all team members
- Attend internal meetings to represent the needs of the Service Team, working collaboratively with key stakeholders and internal customers/partners to continually improve shared processes and on a scalable level
- Be an active, present Product PDT member ensuring the needs of the Service Team are fairly represented in line with all other business requirements
- Ensure excellent case management within team to safeguard levels of service and that all Service Level Agreements (SLA's) are met
- Responsible for the team schedule and ensuring have sufficient cover for each shift
- Monitor and maintain agent productivity levels in accordance with targets and KPI's
- To ensure that all Specialists have the necessary skills and knowledge to fulfil their roles through consistent, regular 121's, monitoring and training
- Attend Service Reviews as required, ensuring accurate data is provided together with insightful commentary
Profile
Your experience/skills will include:
- Experience managing and developing a team in a high volume, high pressure environment
- Experience of managing service standards and customer-focused KPI's
- Persuasive and credible with internal and external key decision makers
- Excellent communication skills
- An inquisitive and analytical mind who is service driven
- Proven track record in leading and motivating teams to consistently achieve the required Service Level Agreements
- Can interpret, own, act upon and where necessary produce reports relating to agent productivity levels, utilisation, forecasts and daily call statistics
- Strong interpersonal skills at all levels including Directors
- Can use own initiative to achieve the best results
- Enthusiastic, pro-active and a problem solver
ITIL Foundation V3 desirable
Job Offer
£32k
Extensive Benefits
Sociable team
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