Responsible for the day-to-day supervision of a group of front office agents who are operating viatelephone/chat/email to support customers located in the United Kingdom and Ireland.
Provide subject matter expertise and support team members in handling complex customer contacts as needed.
Ensure that the service delivered to customers meets key objectives on customer experience, financial performanceand productivity dimensions.
Effectively coach team members on a regular basis to ensure performance metrics are achieved.
Identify performance related issues and co-create development plans for both individuals and teams together withQuality and HR.
Communicate expectations to employees and provide timely updates.
Conduct team meetings to ensure expedient communication of relevant information.
Stay up to date on internal work processes, policies and procedures.
Promote the company’s values through both behaviour and attitude.
Be an advocate for team members.
Participate in leadership development training.
Contribute to recruiting and onboarding new Front Office Agents.
Support in delivering training.