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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service management, focusing on performance improvement, team development, and operational efficiency. Proficient in utilizing data analysis to enhance contact centre performance and drive team accountability.
Highest-signal resume keywords
Customer Service ManagementPerformance ManagementTeam DevelopmentData AnalysisCRM Solutions
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance ManagementAbsence ManagementAHT ImprovementCoachingOperational Process Improvement
Soft Skills
Problem SolvingDecision MakingConflict ResolutionCoaching and DevelopmentCustomer Needs Understanding
Tools & Technologies
Microsoft OfficeSAPGem SuiteServiceNow
Industry Keywords
Contact CentreKPI ManagementPerformance FeedbackCustomer Contact DisciplineOperational Efficiency
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Deliver exceptional customer service to all Allwyn customers and retailers through effective performance management
- Coach and develop a contact centre team
- Ensure departmental KPIs and GAMCOM requirements are achieved
- Complete people-related tasks, including PDP reviews, absence-process administration, and health and safety requirements
- Monitor real-time adherence to predefined work schedules and resolve variances involving attendance, shrinkage, and productivity
- Undertake performance management for each team member
- Develop Personal Development Plans and secure appropriate learning, coaching, and training opportunities
- Provide performance feedback and manage performance shortfalls
- Manage and improve operational processes and working practices
Requirements
What you’ll need- Manages/supervises the daily management and acts as an expert in a customer contact related discipline
- Strong knowledge of TNL products, with a view to being a subject matter expert to agents and colleagues
- Ability to solve complex problems using an innovative approach
- Understanding of customer needs and ability to manage/diffuse tense or difficult customer situations
- Ability to make decisions guided by functional support
- Demonstrated success in managing and improving absence within a contact centre
- Experience reviewing and improving AHT (Average Handling Time) within a team
- Accountability for managing and closing complaints within internal timeframes
- Proven people management experience
- Experience leading a team within a customer service environment
- Ability to use Microsoft Office applications
- Knowledge of CRM solutions such as SAP, Gem Suite, or ServiceNow
- Experience analysing and using data to support contact centre agent development and performance
- Commercial focus with experience driving efficiency through teams and ways of working
Benefits
Comp & perks- Company Bonus Scheme
- Matched pension contributions up to 8.5%
- 26 days annual leave + 2 Life Days (and bank holidays)
- Single Private Health Cover
- Complimentary Private Medical
- Income Protection
- Flexible Benefits – EV Scheme, Money Coach, Will Writing, Mortgage Advice, Dental and Eye Care Schemes
- Enhanced Family Leave (Maternity, Paternity, Adoption)
- Wellness Allowance £500
- Employee Assistance Programme
- Discounted Health Assessments
- Volunteering Days
- Matched Funding