Customer Support Team Manager

About The Role

Role Purpose:

To lead, coach and performance manage a team of Customer Support Advisors and Senior Customer Support Advisors. To plan and monitor the day to day performance of the customer support operation for the Interactive and Retail business including proactive and reactive responses.

Key Responsibilities

Overall accountability and responsibility for the team’s performance. Responsible for direct leadership, supervision, development and engagement of 16-22 Advisors and Senior Advisors to deliver excellence in Customer Service. Provides guidance, support, engagement and coaching to all direct reports along with regular meetings in order to drive performance Monitor and deliver individual and team performance and development reviews.Conducts regular one to one to one meeting with team members. Manages all team conduct and capability conversations including investigation and formal disciplinary hearings in consultation with HR and completes all HR documentation and files. Evaluates, provides feedback, mentors and motivates employees to provide excellent customer service, while improving contact quality and performance metrics. Monitors live or recorded contacts and identifies performance gaps. Coaches employees for performance improvement, resolves day-to-day issues and problems, provides technical leadership and answers questions accurately and professionally. Ensure all marketing initiatives are directly communicated to the Support team. Review the daily scheduling plan to ensure real time coverage in all areas of customer contact.  Reviews and submits all required reports and staffing requests and maintains transaction reports and attendance/time records. Drive open and transparent communication within the support teams. Assess and ensure excellence as a support standard, constantly.  Responsibility for achieving and reporting on Operational KPIs: service levels, handle times and abandonment levels. Work with the Contact Centre Manager to oversee the training and development of all employees. Taking an active lead in the Customer Support recruitment process conducting interviews to customer advisor and senior advisor levels. Maintain product knowledge whilst offering support to each Customer Support Agent & Lead Agent. Maintain a team Quality & Assurance score that meets the department KPI for each period outlined in the annual objectives. Participates in customer quality calibration sessions. Perform any other duties as assigned and required. Qualifications and Educational Requirements A strategic and inspiring leader that provides leadership and direction to the team creating and embedding a culture where continuous improvement is embraced. Encourages communication and collaboration across the business, team and stakeholders in order to build strong relationships and develop cross functional working. A leader that mentors and develops the team by; providing development, coaching, objectives and goal setting, performance management and other people policies as required ensuring the team is motivated, productive and fully compliant with all regulations and legislation. Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree, any field. Specialist Skills and Experience Required Experience of managing customer service teams in a contact centre environment – an advantage Fluent in English – written and spoken to an excellent standard Online gaming support centre experience – an advantage Knowledge and use of Microsoft Office: Word, Excel Good communications skills (written, verbal and presentational) Performance management experience Decision-making and problem-solving skills and can work with minimum supervision Excellent coaching skills Ability to critically assess own performance and performance of assigned team Strong analytical skills and detail oriented Additional Information Not Specified

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