Quality Specialist leading quality initiatives from NPI to mass production for Celestica. Ensuring compliance with industry standards and continuous improvement in processes.
About the role
- Operations Team Manager overseeing daily operations and performance of contact centre team at Sopp+Sopp. Managing coaching, performance targets, and client expectations in Peterborough.
Responsibilities
- Daily management of the team, including effective resourcing, planning and allocating work sources.
- Act as a point of escalation for any client and customer escalations.
- Manage and take action on high volume enquiries, managing client expectations at all times.
- Review individual performance, attendance and behaviour and provide coaching and timely feedback to support all team members.
- Identify training needs for any team members and work with Operations Manager and the Training team to implement training plans.
- Drive performance by monitoring KPIs and analyse relevant performance data with the team member to identify areas for improvement.
- Conduct side by side coaching
- Maintain a consistent approach to absence management
- Ensure communications and systems are regularly updated in line with Company procedure and policy.
- Report and provide updates on team performance including weekly targets and achievements to the Operations Manager
- Adhere to all relevant regulatory rules and guidance
- Responsible for regular engagement activities, and reward and recognition within the team.
Requirements
- Knowledge of multichannel contact centre operations and practical knowledge of other areas of the contact centre
- Industry best practice awareness
- Good reporting and analytical skills
- Ability to manage and coach a team
- Excellent written and verbal communication skills.
Benefits
- 33 days holiday (including bank holidays)
- Personal health cash plan – claim back the cost of things like dentist and optical check ups
- Enhanced maternity / paternity / adoption / shared parental pay
- Life assurance: three times basic salary
- Free breakfasts and fruit
- Birthday surprise for everybody!
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