This is a key role within a contact centre. The main purpose of this role will be managing a number of markets and supervising a multi-lingual team in the delivery of a range of panel recruitment and training, panel performance management, data query and inbound & outbound contact, whilst managing the practical aspects of communication and the management of process and staff development needs. The role requires the effective line management of a team of panel coordinators, to ensure the Panel Communication operation is efficient, performs to consistently high levels of quality and meets required KPI’s. RESPONSIBILITIES - Management of the day to day delivery of all team activities through defined processes; ensuring that deadlines are met and that the surveys are carried out according to specification. - Delivery as directed by the Team Manager, of day-to-day management of people and their performance. - Delivery of on-the-job training and coaching as required within the team. - Ensuring that people and performance management processes are effectively implemented. - Consistently monitor and manage the overall efficiency and performance of the department, utilizing departmental reporting tools. - Motivation and support of employees within the PAC whilst consistently maintaining quality and accuracy of output. - Undertake the regular review of targets/strike rates within the department, making sure that they are achievable and meet expected performance. - Identify and recommend improvements to existing processes within the department, taking the lead in embedding into day to day operations. - Maintain Quality processes and drive continuous improvement within the departments’ performance. - Support and implement new working processes within the department, managing change where appropriate. - Ensure all process and procedure documentation is maintained and updated on Processes & Procedures website. - Support the Learning and Development strategy by ensuring training needs are identified within the department. - Contribute towards developing an engaging and effective communication culture within the . - Develop and maintain strong working relationships with Survey Executives in More London to address survey requirements in an effective and timely manner. - Develop and maintain productive internal relationships within the office. - Responsible for preparing and reporting on annual resource budgets. - Following the principles and guidelines of Quality Standards, Information Security legislation, Accounting and Market Research Society. - Responsibility and leadership in promoting a Health & Safety culture ensuring Health & Safety law and legislation is followed. Recognise and encourage active participation of employees in improving Health & Safety and adhering to their legal obligations. SKILLS - Must have held line responsibility for supervising a team with experience of delivering inductions, training, performance management, productivity measurement, and disciplinary activities. - Supervisory experience gained in an office / contact centre environment. - Proven ability to oversee multiple country projects - Strong communication skills - A highly motivated individual who can lead by example - Be organized with effective work scheduling and time management skills and be able to work effectively with conflicting priorities. - Technically proficient in using Microsoft Excel, Outlook and Word. - A competent user of the English language, both written and oral - Ability to maintain productive relationships with specialist advisors - Must have experience in working to financial and staffing budgets - The confidence to challenge remote client contacts to resolve difficult or conflicting requirements - Comfortable working in a financially driven environment looking for ways to improve processes - Capable of creating and working to ISO quality procedures
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