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Team Manager (Customer Services - Contact Centre)
Live Nation Entertainment
Manchester, , United Kingdom
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To manage a Team Coach and a Team of Contact Centre Agents to achieve KPI targets and Managing HR related issues effectively. To drive performance, sales and service excellence, whilst improving quality and customer satisfaction to ensure new and existing customer loyalty and brand confidence.
Ticketmaster part of Live Nation Entertainment is the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, and ecommerce and artist management. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.
Responsibilities
• To effectively lead and performance manage a team of contact centre agents
• Guide, manage, mentor and develop a Team Coach
• To hold 121’s and performance reviews
• Manage and maintain accurate records of absence, lateness, conduct and employee development in line with company policies and procedures working with the HR department
• Coaching and development of contact centre agents to maximise performance in line with SLA’s and KPI’s
• Provide quality evaluations and coaching support for contact centre agents
• Identify training needs and work in partnership with the Training Department to ensure that team members have the skills to carry out their roles effectively
• Utilisation, analysation and generation of statistical and operational reports and respond quickly to trends and issues identified through customer contact
• Recommendations for process improvements and put solutions into practice to continually improve our service and enhance customer experience
• Build and maintain a positive working culture which promotes the delivery of Service Excellence, ensuring the department provides the highest level of service at all times to ensure customer confidence.
• Positively embrace and promote the effective implementation of change within the contact centre
• Support the Recruitment Team by taking an active part in the call centre recruitment process
• Develop and maintain relationships with other departments to ensure accurate and up to date knowledge of current operational and customer issues.
• Work closely with the Resource Planning Team – ensuring that lines are serviced within designated hours and in accordance with the needs of the business and within the agreed service standards. Supporting Real Time with Duty Manager cover where applicable and ensuring necessary adherence from contact centre agents
• Communication of information out to internal and external customers
• Handle urgent or escalated customer enquiries and authorise compensation for dissatisfied customers.
• Undertake other duties as required by management
Skills / Knowledge / Experience
• Proven experience of managing a team within a call centre environment and effectively managing a team through periods of change
• Strong people management skills
• Confident in all areas of performance management
• Coaching experience within a target driven environment
• Experience in interviewing/recruiting
• Ability to plan and allocate resources to meet ever changing demands of the business.
• Knowledge of HR/Employee relations practices
• Previous experience of working to KPI’s and SLA’s in a target driven workplace
• Working knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Knowledge of Ticketmaster related applications (desirable)
• Understands the business environment and stays abreast of issues and events that have an impact of the business and the industry
Behaviours
The following attributes determine how the role will be carried out and are required to be a success:
• Excellent time management and organisational skills
• Problem solving and analysis
• Sales focus
• Effective communication to all levels
• Ability to maximise performance through Coaching and Development
• Ability to continuously improve Service Excellence
• Working on initiative
• Strong communication, presentation and report writing skills.
• Ability to work under pressure and meet deadlines.
• Ability to Maintains positive working relationships and promote a positive and friendly culture