Call Center Manager-SnappBox

Job Description

• Provide leadership, development and coaching of team leaders and specialists.
• Actively engage and support the development of the entire team to ensure better performance.
• Contribute to the design and implementation of change programs and projects which impact the Call Center.
• Develop a culture where training and development are part of the team, identifying actions and working with the training team to ensure the skills and knowledge are developed effectively.
• Ensure effective and consistent communication throughout the team and encourage feedback and customer insight in order to enhance the customer experience.
• Embed a data-driven performance culture, framework and review processes to achieve service levels and improvements against set targets.
• Build and maintain effective internal and external stakeholder relationships.
• Identify the best practices, processes and systems and drive a continuous improvement environment.
• Maintain open and honest channels of communication at all levels across the business to facilitate best-in-class sharing and root cause analysis.
• Enhance resource planning and resource management.
• Ensure SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.
• Review management information and make suggestions and recommendations as to improvements across the Call Center.