Employment Type: Permanent

Location: Belfast

Reports to: Business Manager

Purpose:
The main focus of the role is to manage and motivate a team of multi-lingual customer service representatives dealing with customer enquiries and to encourage the team to generate a positive customer experience. Should promote a professional and positive team spirit and ensure the team meets KPI’s.
The main focus of the role will be to champion the concept of performance management across the department, through a culture of coaching and support. You will identify individual strengths of team members and actively foster career advancement within the team, motivating others to achieve their potential.
You will also ensure strategic business and service objectives are met through the analysis of performance management metrics that drive consistent, cost effective, efficient and employee-focused delivery of Operational Key Performance Indicators across the operation.

Responsibilities:

• Motivate and lead the team by inspiring and encouraging them to meet team objectives
• Embeds a partnership between Concentrix and our client
• Manage Social Media Interaction and coach agents on best practice
• Work with the Quality team to ensure continuous quality assurance reviews of customer contacts by team members, acting on relevant quality reports
• Identify and implement business improvement opportunities
• Coach team members and provide feedback to help them improve their performance
• Identify individual strengths of team members and actively foster career advancement within the team
• Effectively manage escalations of complex problems
• Communicate expectations of team goals to team members
• Manage special projects that relate to Operations
• Works closely with business support functions to achieve overall business objectives.
• Ensures effective communication through appropriate channels.
• Ensuring the team are meeting the required Service Level Agreements by managing contact channel queues
• Effectively manage the adherence and productivity of team members
• Agrees personal goals and monitors own achievement.
• Generates and rolls out new and creative ideas to improve customer experience.
• Adheres to Concentrix’s values and works towards key strategic goals
• Manage absence and attrition issues through strict adherence to company protocols
• Develops people through setting objectives, personal development plans, holding regular 121's and performance reviews
• Provide a high and consistent quality of customer engagement supporting customers through an effective branded service delivery by ensuring agreed processes are managed effectively

SKILLS

Essential Criteria:

• Fluency in written and spoken English
• Customer Focus: At least 2 years customer service experience with evidence of a good performance record
• Specialist knowledge: Demonstrate one year’s experience of performance managing a team of more than 10 members in an operational environment.

Proven track record in the management of people including performance management and effective coaching ability.

• Working with Others: Demonstrates experience of working in a team based environment supporting the team in achieving the highest quality standards and takes an active role in generating team morale
• Working with others: Ability to work as part of a team and to liaise with a variety of departments internally and externally to Concentrix.
• Planning and Organising: Ability to multi-task, plan and prioritise workload.
• Effective Communication: Excellent communication skills both verbal and written
• Resilience: Demonstrates resilience and ability to work on own initiative
• Excellent attention to detail.
• Responsibility for Results: Demonstrates ownership and accountability to achieve deadlines and targets
• Strategic Perspective: Concentrates on issues that support the broad organisational strategy.
• Problem Solving: Demonstrates problem solving and troubleshooting skills to resolve queries
• Managing Change: Supports, promotes and puts into practice innovation and change.
• Negotiation and Influencing: Uses logic and reason to influence others, uses powerful arguments

Desirable Criteria:

• At least 2 years of managerial experience.
• Fluent in a second European language
• Experience of managing a multi lingual team
• Experience of PC or console gaming

SALARY
£17,000 rising to £17,500 after passing probation.
HOURS OF WORK
Fulltime permanent contract, 40 hrs per week

21 days holiday, 6 statutory days plus birthday off.

Required to work flexibly across shift patterns Monday – Sunday 9.a.m – 10p.m

Shift patterns outside of these hours may be required according to client requirements
BENEFITS

• Concentrix provides a bright, modern and exciting place to work with excellent staff facilities
• Quarterly Performance Related Pay
• Staff Discount Scheme
• Eye Care Provision
• Cycle to Work Scheme
• Childcare Vouchers
• Annual Reward & Recognition Ceremony
• Free cakes and fruit on a Friday!
• 21 Holidays & 6 Stat days & birthday day off
• Stakeholder Pension Scheme
• Team and Concentrix events

PROBATION PERIOD
There is a 3 month probationary period before confirmation of your contract status.

If absence and lateness occur during probation (includes training/nesting and first 2 months on the floor) this could impact the decision on whether you pass your probation period.
Concentrix - 13 months ago