Duties and Responsibilities:

Lead team members, foster their professional development and growth, and promote teamwork and cooperation.

Provide day-to-day supervision and management of directly assigned team of Agents. Ensure that Agents have a clear understanding of performance expectations, that they are properly trained and that they have the tools they need to perform at high levels of productivity.

Conduct call-coaching training sessions each week as well as direct Sr. SP’s in the performance of call coaching sessions. Provide feedback to Agents on other daily performance and behavioral activities in a timely manner. Communicate expectations to new employees and provide timely business updates and changes.

Under the direction of the Service Delivery Manager, manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities.

Work with Service Delivery Manager to resolve personnel issues in a professional and timely manner. Implement all disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency. Document issues, actions taken and plan for follow-up for agent’s HR file.

Administer payroll in accordance with company policy and procedures.

Proactively manage Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice. Evaluate the need for advanced actions based on attendance data and act accordingly.

Provide technical escalation support to agents by providing guidance in problem solving customer issues. Use all available resources to resolve these issues as efficiently as possible.

Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from agents.

Schedule and coordinate team activities.

Coach and mentor agents to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plan for improvement. Be prepared to take more formal action when goals not achieved.

Prepare, process and conduct annual performance appraisals for assigned agents on time. Manage the appraisal process within the team by conducting a three month job discussion with new employees and an annual review.

Maintain open communication with all team members. Act as a resource for answering questions, resolving product and policy questions.

Partner with Human Resources to screen, interview and hire agents for contract. Ensure that effective training and mentor resources are provided for all employees.

Attend required manager development training.

Team with support organizations (Quality and Learning, Operations Planning, Human Resources etc.) to evaluate process improvement opportunities.

Stay current on internal work processes, policies and procedures.

Responsible for understanding and complying with all company and team policies and procedures.

Other duties as assigned.

Requirements

Skill in providing an exceptional customer experience.
Skill in verbal and written communication to analyze, interpret and address customer needs.
Knowledge of contact services industry and best practices.
Advanced knowledge of computer operating systems. Including but not limited to one or more of the following; Mac OS, Windows 98, NT, 2000, ME, XP, UNIX, and Linux.
Proficient with various computer hardware and software.
Proficient with personal computing systems and desktop applications as well as queue monitoring software.
Ability to work with minimal guidance or supervision in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
Ability to motivate and mentor team, presenting new opportunities and challenges for additional development.
Skill in providing outstanding customer service through support of escalated customer issues.
Ability to defuse situations, get to the issue and solve the problem.
Skill in troubleshooting techniques.
Skill in time management and multitasking.
Skill in providing constructive feedback to others.
Proven success in motivation and leadership.
Demonstrated ability to coach and develop others to achieve desired results.
Ability to make quick, accurate and appropriate decisions.
Supervisory/Leadership experience is required.
Bachelor’s degree with a minimum of 5 years related experience.
Equivalent education or experience may be substituted for any of the above

The purpose of this description is to provide a concise statement of the major responsibilities of this position in a standardized format.  It is not intended to describe all elements of the work that may be performed and should not serve as the sole criteria for personnel decisions and actions.

Please email your resume and cover letter to londonjobs@stream.com or apply online at www.stream.com.