- 1-year experience in managing offshore / International portfolios in customer service/ collections contact centre environments (70 or more employees).
- Business degree or relevant company-based training.
- Proven experience managing Team Managers/ Junior Managers.
- Track record of success in achieving productivity and revenue targets.
- Proven experience managing Client relationships.
- Demonstrated decision-making skills in a fast-paced, dynamic, team-based environment.
- Well-developed written and spoken communication skills (English).
RESPONSIBILITIES:
- Managing the Internationally focused customer service/ collections Afterhours contact center (100 employees).
- Positively contributing to the development of a people-first culture, where colleagues are supported to achieve their full potential and enjoy an optimal employee experience.
- Leading, developing, and motivating direct reports, which may include but will not be limited to Team Managers, Junior Managers, and Support Professionals dedicated to the Afterhours Operation.
- Identify and remove barriers to meet Client and Company related objectives and targets.
- Supporting the management of Client relationships.
- Supporting the coordination and facilitation of systems testing.
- Engaging with Clients to drive project-related actions to a close.
- Managing the resolution of customer/ client escalations and complaints effectively.
- Identifying and mitigating operational and business risks by implementing sound controls and solutions.
- Incident reporting and triage in the first instance and coordinating the overnight response.
- Responsible for completing and recording regular site standard floor walks to ensure compliance with client and Sigma information and physical security standards.
- Developing strong working relationships with key internal and external stakeholders, to achieve business objectives.
- Supporting the coordination of training and the resolution of learner-specific challenges.
- Ensure effective computer hardware, software, and telecommunications systems are maintained.
- Manage the utilization of resources and costs in line with the budget.
- Other duties as directed by my line manager.
COMPETENCIES REQUIRED:
- Soundtrack record in managing workplace relations
- Leadership skills
- Excellent planning and organizational skills
- Good writing and effective communication skills
- Working experience with MS Office Suite at Intermediate Level
- Demonstrated commercial acumen.
- High-level ability in people management including leading, motivating, and developing direct reports and customer-facing employees.
- Demonstrated decision-making skills in a fast-moving, team-based environment.
- Managing client relationships.
- All Applicants must be in their current role for 12 months or longer and, MUST BE SIGNED OFF PROBATION.
- Refer-a-friend payouts do not apply to internal applicants.
- All applicants must inform their current Team Managers and Operational Managers BEFORE they have applied for positions outside their departments.
- All applicants current PERFORMANCE, BEHAVIOR, and ATTENDANCE RECORDS will be taken into account before considering their application/ interview. An application will be declined if the employee is on a warning, attendance review process, or PIP.
- AN APPLICATION WILL BE DECLINED IF ALL THE ABOVE CRITERIA HAVE NOT BEEN MET.
