Customer Services Operations Performance Leader - Contact Centre

Key responsibilities:

Individual:

• act as a role model to encourage development of individuals, motivating and inspiring managers to deliver consistently high levels of performance and continuous improvement
• manage diversity effectively and demonstrate an ability to set, monitor and if required, directly manage capability issues within the support team
• ensure that annual objectives are SMART and agreed with the section leaders and their teams and regular performance evaluations are undertaken during the year ensuring that both under and over performance are managed appropriately
• ensure that UKSBS services deliver against agreed client CPI’s and take necessary actions to remedy issues where performance is not achieving the required performance levels
• promote a customer-focused and team-based culture which identifies, communicates, and addresses customer needs and escalate the outputs appropriately
• establish an environment which strives for continuous improvement by encouraging contributions from all employees
• provide key input to the selection and recruitment of UK SBS employees within your own area of activity and the wider Operations Team as requested
• ensure all employees operate professionally e.g. with regard to confidentiality, UK SBS Values, and code of conduct.

Team Management:

• provide effective strategic direction and leadership to a service delivery function to ensure all activities perform against KPI’s, SLA’s and other delivery targets
• continually assess KPI and SLA performance and collaborate with other Service Delivery Managers to ensure solutions are developed to improve business performance
• management of Section Leaders, to include performance reviews, attendance management, regular 1:1s, coaching, mentoring and effective succession planning
• monitor, analyse and report on daily and monthly key indicators to ensure effective management of the transactional and/or non-transactional processes and resources to advise senior management on key issues
• proactively manage and flex resources to maximise operational efficiency including the development of the team and individuals to drive flexibility and efficiencies
• manage effectively all critical issues that affect the expected service to customers
• to deputise for the Deputy COO or Head of Service on a range of issues, including engagement with UK SBS Executive members if and when required
• any other activities within the scope of the role which may be required and requested by the Deputy COO or Head of Service
• all activities need to be performed In line with UK SBS strategy and in accordance with defined processes, timetables and agreed service levels in line with UK SBS values.

Team:

• liaise closely with other Service Delivery Managers to build and maintain good relationships and work on joint/cross-service activities and objectives, and optimise resources
• review and manage performance of your service delivery team(s) through the application of UK SBS Performance Management Framework system
• provide robust support to the Section Leaders on any employment issues that arise including any disciplinary, grievance, capability and attendance matters
• manage performance and learning and development requirements of the Departmental Leaders to meet organisational and business objectives
• provide the Deputy COO or Head of Service with effective support.

Service Management:

• build and maintain good working relationships with internal and external stakeholders, developing and influencing a strong network to facilitate effective working relationships
• ensure resource levels and skills meet fluctuating workloads throughout the year, making adjustments in staff deployment in order to improve efficiency
• responsible for the query resolution and escalation processes within your team(s), providing input where needed
• work with the Stakeholders and Service Delivery Support Teams to ensure any operational issues are logged and classified for resolution.

Key Outputs

• provide effective support to the Deputy COO or Head of Service and team colleagues to ensure the achievement Service Delivery objectives and the meeting of customer expectations
• achieve all individual performance targets
• identify areas for continuous improvement, providing input and information to achieve problem resolution and operational effectiveness.