Position Summary

• Leads the frontline team and contributes to operations by delivering outstanding customer satisfaction, ensuring the efficient operation and quality compliance of the team, providing excellent leadership and team development, and ensuring that the team members are fully engaged to respond to all customer requirements in line with contractual and service level requirements.
• Complements the overall direction of the program by assisting the manager in day-to-day operations management.
• Ensures high team engagement by providing mentoring and guidance to direct reports, ensuring coaching and career discussions happen as expected. 

Functional Responsibilities

• Ensures customers are able to make contact when required and to be able to do so efficiently. Monitors and manages queue lengths and call wait times, keeping to a minimum. Ensures that all job responsibilities of all reporting staff are being carried out. Escalates as appropriate when services are affected.
• Maintains all Service Level targets and ensures these are met on a daily, weekly, and monthly basis. Monitors and identifies service-level challenges.
• Oversees the management of all incidents, queries or service requests through to successful resolution and closure. Assures the provision of incident management and support to customers and resolver groups in accordance with the standard procedures and customer obligations. 
• Ensures functional communication with customers and all service delivery teams. Acts as a point of escalation for complaints enquires, or issues, in accordance with the complaints/escalation handling process. 
• Participates in client reviews and other required meetings as appropriate.
• Ensures that business stakeholders are informed as and if required of major outages, utilizing the emergency message function of the telephone system and also any other interfaces established.
• Proactively identifies areas within the scope that require improvement and delivers an improved procedure/process or tool. 
• Provides leadership to team members (technical, supervision, mentoring, goals setting, coaching, feedback, time management advice) to ensure they are able to deliver consistent and effective support to the customer. Ensures that team members attend appropriate training.
• Continually drives change and improvement within the team. Fosters a culture of improvement, including clear avenues for input or suggestions. Ensures worthwhile ideas are thoroughly considered for feasibility and implemented where warranted. Leads by example by always providing outstanding customer service throughout all communications with the customer, with strong teamwork and inter-team collaboration.
• Retains staff attrition rate at a low level with a focus on positive attrition.
• Participates in hiring activities and conducts candidate interviews when needed.
• Conducts regular team meetings where customer-related issues are communicated along with current service performance and goals.
• Facilitates administrative tasks such as regular performance reviews, payroll and attends to HR-related concerns of direct reports.
• Takes on new work that requires operational delivery once the impact and feasibility and resource assessments in conjunction with the Operations Manager have been completed. Acts as the point of contact and account/program prime whenever required.