Prime Global Oli Gas Recruitment.com
Broadband Manager (1)
Job Description:
Title
Broadband Manager
Department
Account Management
Team
Broadband Service Centre
Manager
Head of Customer Service
Overall Responsibility
- To be responsible for effectively managing a team of up to 30 contact centre agents based in our Sheffield office
- Ensuring all call handling KPI’s are met and reported on in a timely manner
- Driving exemplary behaviours and standards from your team
- Maximising upsell opportunities
- Liaising with suppliers to ensure service delivered to XLN is of a high standard, that suppliers’ SLAs are adhered to and that any supplier enhancements are planned and implemented.
Term of Employment
Permanent
Key Areas of Responsibility
- Oversee all day to day responsibilities for the inbound support centre
- Training and Coaching of Team Leaders
- Ensure all departmental tasks are actioned within agreed service levels and escalate any issues preventing this
- Ensuring all customer escalations are dealt with in a timely manner
- Adhere to and manage staff against all Company policy including absence and poor performance
- Conduct disciplinary hearings according to Company policy and in a timely manner
- Conduct performance reviews and ensure all direct reports have clear objectives
- To lead and develop, providing the teams with the motivation and support to enable them to meet the team, company and individual performance targets
- Complete the recruitment for the teams and ensure staffing levels are appropriate for the work levels
- Maintaining a good knowledge of BT Openreach/Opal/Griffin systems and processes
2.1 Training and Coaching
- Ensure team leaders have the necessary skills to complete their job responsibilities
2.2 Implementing new projects and Ideas
- Identifying areas where improvement is needed and apply changes
- Review and suggest changed to the internal CRM processes to improve service
- Assess process and implement changes to reduce calls and improve the customer experience
2.3 Liaise with suppliers
- Ensure SLA’s are kept by suppliers
- Escalate matters with our suppliers account managers when applicable
- Attend meetings to review service levels and agree on improvements
3. Additional Skills required
- Ability to multi-task
- Pro-active attitude
- Ability to work under pressure
- Take responsibility for own actions and development
- Receive feedback in a positive manner
- Actively build positive relationships
- Willingness to take on additional tasks as and when required
- Good role model
- Demonstrate positive attitude at all times
4. Qualifications
4.1 Required
- Previous experience managing a broadband support contact centre
- A proven track record of managing team leaders and agents within a busy contact centre