This is a 12 months FTC with an opportunity to be extended for suitable candidates
Key Duties:
* Line manage a team of Operators, providing day to day support and guidance
* Run monthly 1 to 1s and keep performance and development plans up to date
* Coach and quality check calls and emails, with clear feedback and actions
* Monitor KPIs including service level, call abandonment, and call quality
* Support training and progression through the skills framework
* Make sure contract requirements and SLAs are understood and met
* Act as the first escalation point for queries and incidents, keeping management updated
* Support recruitment activity including assessment centres
* Use systems including Concept Evolution, Maximo, SharePoint and other FM tools
* Support business continuity processes and help diagnose telephony or system issues
* Complete day to day admin such as chases and escalations
* Promote a positive team culture and lead by example
Job Requirements:
* Experience in a customer service environment with team leader or supervisor experience
* Confident coaching, giving feedback, and managing performance
* Strong communication skills and a calm approach under pressure
* Well organised and able to manage changing priorities
* Confident with Microsoft Excel, Word and PowerPoint
* Comfortable working flexibly, including weekend and on call rota
Pay:
* £30,000 per year
Shifts:
* Monday to Friday
If you are interested in this position, please apply today, or contact our Swindon branch on (phone number removed) for further information.
Aligra have been established since 2007 and have since implemented supply partnerships with a number of the UK’s leading logistics companies. Whilst we work across all industries, we specialise in recruitment and talent management for the Automotive & Engineering, Driving & Industrial, Hospitality and Professional & Executive sectors
INDSWI
Salary description
£30000.00 - £30000.00 per year