posted

5 days ago

Location

Sunderland, TT

Description

We are Kura:

 

Our Client a leading Insurance company in the world focused on delivering excellent customer service

 

At Kura, we’re creating a culture where our People Managers spend the majority of their time coaching & developing their team.   This role is unique in that you will be flexible in spending a majority of your time supporting and getting to know your people, delivering high performance and a superior level of customer service.

 

Responsibilities  

 

Manage the performance of the team and individual members through;

  • Regular coaching, call monitoring and feedback
  • Completion of one to one reviews
  • Delivery of regular team meetings and daily briefs
  • Ensuring all individual team members have a complete understanding of KPIs, goals and objectives
  • Ensuring personal development plans are in place for each advisor
  • Rewarding good performance
  • Addressing under performance in a timely and appropriate manner through improvement plans and/or disciplinary procedures (in conduction with HR)
  • Analysing and action upon Employee Engagement feedback to maximise team productivity and motivation and minimise absence and attrition
  • Analyse, interpret, present and act upon complex data maximising MI reporting systems to proactively drive and achieve team targets.
  • Handle customer calls and complaints escalated from advisors, ensuring superior customer experience is achieved.
  • Proactively contribute to the review and improvement of systems, processes and procedures within the department.
  • Keep fully up to date with technical knowledge, processes and procedures relating to the project.
What we need from you.:

Essential

  • Outbound and/or inbound contact centre team management.
  • Effective leadership through team building and development.
  • KPI management and proven track record of achievement.
  • Leadership qualities and behaviours which maximise employee engagement.

Preferred

  • Understanding of contact centre planning, reporting and real time delivery functions.
  • Previous exposure to Client relationships.
Whatâs in it for you.:
  • Salary: Up to £26K + bonus + benefits  
  • Relaxed Dress Code
  • Positive working environment
  • Comprehensive training to ensure you have the tools to do your job
  • 28 Days Paid Holiday
  • Cycle To Work Scheme
  • Development opportunities and succession planning
  • Plus much more!

INDSUN

Source: Kura