TRUESPEED Salary
PINESGATE WEST LOWER BRISTOL ROAD BATH BA2 3DP ENGLAND
Phone: +44 1225 300370
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Earnings on positions in TRUESPEED
TRUESPEED is looking for employees for positions:
customer service manager
Responsibility
- challenging, engaging, supporting and developing a team of Customer Service Agents to deliver against core KPI’s and performance objectives
- set quality standards for both incoming and outgoing contacts and develop an effective quality and compliance framework
- managing team performance through delivering effective 1-1’s, coaching sessions, team meetings and driving ongoing learning and development activities
- create, implement and deliver coaching and continuous improvement frameworks for all agents within Customer Service
- responsible for the overall performance of the Customer Service Team through delivery of KPI’s across all channels
- create, develop and implement tools and other methods to continuously improve quality, efficiency and customer experience
- manage any underperformance in line with company policy, building performance improvement and sickness improvement plans as required
- managing daily workload across all supported channels and work streams based on volume demand and ensuring work is prioritised appropriately and fairly
Requirements
- demonstrable experience gained in a high volume B2C customer service centre
- minimum 2 years demonstrable experience gained in a management role within Customer Service, leading teams of Customer Service Agents
- at least 12 months demonstrable experience in building and implementing quality frameworks
- demonstrable ability of success in driving agent and overall Customer Service performance improvement through effective coaching and development
- experience in coaching and supporting both new and existing team members to drive improvement
- ability to simplify complex topics and communicate them clearly with customers and colleagues
- experience in building training materials
- experience of PDP’s and scorecards would be an advantage