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ROC Operations Centre Team Manager (5 months)- Watford jobs in Watford, Watford

Fast Find	GT0175
Sector / Job Role:	Customer Service / Call Centre
Job Type:	Temporary
Location:	Watford, Hertfordshire
Salary:	£24,305-£27,165
Job Description:
Based in Watford, an excellent opportunity for a temporary ROC Operations Centre Team Manager has come available. You will manage a team of permanent & temporary staff, across shift patterns to deliver department KPI's. The main duties will include: Recruit, induct, develop & train Tele Executives to achieve weekly and project objectives and KPIs. Accountable for delivery against training schedule through effective management of Training Scheduling Executive. Responsible for delivery against installation schedule. Liaise with third party suppliers on a daily basis to review previous days work, current scheduled work and any escalated issues Responsible for team performance by setting objectives and KPI's, Allocate team resource to tasks ensuring adequate staffing levels at all times. Forecast, monitor and manage performance, recognising over achievement & addressing under performance (including absence) in line with company policy. Conduct regular "call monitor" quality control measures including side by side, remote & cross functional and provide representatives with feedback to maintain a level of excellent customer service delivery. Manage team to adapt and be flexible to the changing needs of customers and Project Team. Provide resolution to incident escalation from team members, balancing the needs of the project with the customer's, while updating all appropriate stakeholders with specific outlet resolution outcomes. Alert ROC Manager to any process improvements and with trends affecting groups of customers. Effectively handle and resolve any customer complaints and engineer escalations Create, update and circulate regular accurate reporting. The ideal candidate must have an analytical approach, think logically and demonstrate attention to detail. Previous experience in management is essential and you must be able too commit to the 5 month period. Apply today!

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