Deputy Manager for the Service Team

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