Supervise a team/teams within the Contact Centre to drive outcomes needed to
be effective and efficient.
Organizational Capability Building
Use the organization’s formal development framework to identify the team’s individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others in own area of expertise to enable others to improve performance and fulfill personal potential.
Customer Relationship Management (CRM) Data
Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities. Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.
Leadership and Direction
Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organization’s strategy, mission and vision; motivate people to achieve local business goals.
Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance of the team; take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
Act as first-line supervisor of a team providing operational support and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Always ensure effective customer relationships and maintain customer satisfaction.
Help manage customer relationships by using relevant systems.
Insights and Reporting
Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.
Improvement / Innovation
Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.
Identify, within the team, instances of non-compliance with the organization’s policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate. Respond to requests and escalated requests using telephonic conversation or emails (internal and external stakeholders).
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.