Activate Accident Repair
Job title: Contact Centre Team Manager (Team Leader)
Company: sopp + sopp
Department: Operations
Reports to: Operations Manager
Location: Peterborough
Hours: 4 on 4 off – hours negotiable
People Manager Role: Yes
A little bit about us:
The Activate Group of companies specialise in accident management services and partner with some of the country’s best-known fleet providers and insurers to service hundreds of thousands of claims a year.
Companies in the group include: sopp+sopp, Motor Repair Network, Activate Parts and Activate Accident Repair Based in the UK, and founded in 2015, AGL employs more than 500 people, with its main offices in Halifax and Peterborough.
Role overview:
To work in partnership with the Operations Manager to manage, motivate and support team members to deliver a professional service, meet SLAs and exceed our customer and client expectations. With an emphasis on coaching and leading by example through our values to drive performance by setting stretching objectives and working towards team and individual targets.
Key responsibilities:
- Daily management of the team, including effective resourcing, building an energetic an engaging working environment, planning and allocating work sources.
- Daily use of reporting data to identify trends and create action plans for effective resource management.
- 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, behaviour, maintain a consistent management approach, conduct side by side coaching and developing their team members.
- Identify training needs for 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.
- 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
- Ensuring full adherence to regulatory requirements
- Responsible for regular engagement activities, and reward and recognition within the team
Skills and experience:
- Knowledge of multichannel contact centre operations and practical knowledge of other areas of the contact centre
- Industry best practise awareness
- Good reporting and analytical skills
- Ability to manage and coach a team
- Excellent written and verbal communication skills
Benefits:
- 33 days holiday (plus bank holidays) increasing to a maximum of 36 with service
- Health Shield cash health plan for all
- Annual pay review
- Bonus scheme
- Life assurance: three times basic salary
- Free breakfast cereals and milk daily*
- Free fruit – every Monday*
- French Friday – weekly pastries*
- Annual summer and Christmas parties*
- Subject to COVID-19 restrictions
To apply for this job please visit activate-group-limited.breezy.hr.