Description
This is a fantastic opportunity to join a highly successful and growing organization as a Service Centre Admin Manager.
As a Service Centre Admin Manager, your role will be varied. Responsibilities include client support, data analysis, reporting, quality monitoring, driving performance, project planning, coaching/development, performance management, and answering interactions/escalations.
We provide an omni-channel support service via email, chat, and voice. This position reports directly to the Head of Service Centre and is responsible for leading the Ipswich Service Centre, overseeing service delivery for multiple clients, with two Team Leaders reporting to you directly.
The Role
* Responsible for the quality and performance objectives defined by WTW.
* Responsible for adherence to the change, quality assurance, and operational excellence frameworks enabling a quality service.
* Ability to work with key stakeholders and the Service Centre Leadership team to make commercially focused decisions influencing both internal and/or external stakeholders on service delivery, growth, and continuous improvement to streamline and make effective changes to operational service.
* Accountable for ensuring Team Leaders conduct activities in line with internal procedures, policies, and legislation, including industry standards.
* Ensuring team productivity is at its optimum and is measured.
* Creating a collaborative culture in which processes are applied consistently within the community where teams are better enabled to work flexibly to support each other.
Qualifications
The Requirements
* Experience as a Service/Contact Centre Manager (omni-channel environment preferred).
* Self-motivated with a high level of initiative/drive, energized to inspire/motivate a team.
* A strong leader and negotiator, with good influencing skills.
* Critical thinking to facilitate more in-depth discussions.
* Strategic thinker, with evidenced ability of suggesting, developing, and implementing process improvements to enhance member experience/productivity.
* Excellent time management skills and the ability to oversee multiple concurrent projects, including the ability to support the removal of escalated blockers.
* Organized, with the ability to manage time and complete priorities, including team prioritization.
* Ability to thrive and drive delivery in a busy, demanding, and changing environment.
* Flexibility to adapt to changing business needs and competing priorities.
* Experience in the pensions industry/a client-facing environment preferable.
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