Assistant Manager, Contact Centre Operations
Onsite-Cheltenham. Salary up to £46k subject to skills & experience, plus a fantastic benefits package including cycle to work, EV leasing, staff discounts and company bonuses.
Designing award-winning products for our market-leading brands – Mira Showers, Rada and Kohler UK - is our lifeblood. We focus on investment, investing in the best technology and resources available and investing in each and every individual.
From day one you’re part of the Kohler Mira community – a collaborative, forward-focused team with a shared pride in our work and commitment to delight our customers, develop innovative products and services and inspire our people.
We are looking for an Assistant Manager for our Contact Centre Operations. Find out more below!
Role Summary
As the Assistant Manager - Contact Centre Operations, you will serve as a crucial link between Team Leaders and the Manager – Contact Centre Operations. The role is pivotal in overseeing all customer-facing activities.
Your main responsibilities will include:
1. Supervising day-to-day contact centre operations, managing a team of Team Leaders, handling people management escalations, and assisting the Manager - Contact Centre Operations with strategic project work.
Success in this role hinges on the ability to uphold the highest standards of service and customer satisfaction across the Kohler Mira UK product range.
Basic Function
1. Ensure the seamless running of daily operations within the contact centre, achieving key KPIs and adhering to policies and procedures, with a strong focus on timekeeping and absence management.
2. Support the Manager - Contact Centre Operations with strategic projects, ensuring timely completion and effective implementation.
3. Ability to cover certain elements of the Manager – Contact Centre Operations role during their absence.
4. Lead a team of Team Leaders, providing consistent guidance, coaching, and performance feedback.
5. Address people management escalations, collaborating with Team Leaders, the Senior Leadership Team and HR.
6. Coordinate recruitment and training of new hires.
7. Anticipate workload demands and prioritise tasks to meet service level agreements.
8. Plan, lead and deliver key strategic projects.
9. Monitor performance metrics and adherence, analyse data, and generate insightful reports.
10. Support the Team Leaders with the investigating, resolving and monitoring of customer complaints.
11. Cultivate a positive work environment that encourages teamwork and collaboration.
12. Act as a role model to others, displaying integrity, empathy and professionalism.
13. Devise innovative ways to increase departmental motivation.
14. Keep abreast of industry trends and best practices.
Skills/Requirements
1. Superior problem-solving abilities and a customer-centric mindset.
2. Self-motivated decision maker.
3. Desire to collaborate across Customer Service and Sales functions.
4. Proficient in Salesforce and other tools such as workforce management and IVR systems.
5. Computer Literacy: Microsoft Outlook, Word and Excel at a basic level is required.
6. Commercial acumen with awareness of cost drivers.
7. Ability to analyse performance data and provide actionable insights.
8. Outstanding written and verbal communication skills.
9. Desire to learn the technical aspects of the Kohler Mira UK product range.
10. Experience in managing within a unionised environment is advantageous.
We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation.
About Us
In the UK, Kohler Mira Ltd. is made up of three market-leading brands: Mira Showers, Rada Controls, and KOHLER. Kohler Mira is committed to diversity and inclusion.
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