Face paced environment which is productive and very customer focused
Operations Team Manager (Former Employee) – London – 8 November 2015
A typical day at work as a Team Leader in a face paced environment is to ensure that agents attendance and punctuality is properly managed and to manage the floor to ensure that agents are all logged in to the telephones and ready to take repair queries to minimize call waiting times, abandon calls and be ready to provide a second to none customer service to our customers.
I learned that staff are different in their approach to the service but I always encouraged a best practice approach to enable a satisfactory level of service. Staff needs a manager who will encourage and support them, this motivates them to work to the best of their abilities and feel valued and as a part of the team.
The management is very supportive. I Manage a team of 20 Agents, monitor their KPIs (Key Performance Indicator) which includes, the number of calls taken per hour, their adherence, the call length and time and also the quality of their calls. I monitor, their attendance, sicknesses, lateness and carry out regular 121s.
Regular staff turnover but we do recruit apprentices yearly and very enjoyable and rewarding to be involved with their training and development and share in their success in the end
Flexible working hours
Regular Technical difficulties