Team Manager Roles & Responsibilities

1.Analysis and Reporting:
To analyse Service Professionals’ performance, giving feedback and implementing recommendations in line with client’s requirements.

2.Targets & Service Levels:
To monitor and ensure the delivery, maintenance and ongoing improvement of DOS targets and service levels, through the management of individual Service Professional performance.

3. Service Professional Recruitment Feedback:
To provide feedback to recruitment to support team selection, ensuring the correct skill sets are recruited to deliver the DOS.

4.Service Professional Performance Feedback:
To provide ongoing feedback on the quality of the Service Professionals’ performance to both the individuals and the project team.

5. Service Professional Development:
To identify call handling strengths and weaknesses providing ongoing training and coaching, setting individual agent objectives.

6.Training Needs Analysis:
To carry out and report on regular team training needs analysis, identifying individual and team training needs and actioning recommendations.

7.Quality Targets:
To devise and maintain call quality measurements in agreement with TLC and the client’s requirements.

8.Campaign Enhancement:
To effectively review delivery processes and procedures, recommending delivery enhancements in order to exceed and enhance project deliverables.

9.Morale and Motivation:
To monitor, analyse and report trends in Service Professional morale and motivation, taking appropriate action where necessary to meet the required standards.

10.Client Satisfaction:
To implement the client’s recommendations, communicating required enhancements to the team to ensure client satisfaction.

11.Product Champion:
To be the product champion ensuring that the calling team have an up to date and comprehensive level of product knowledge. Also used as the first point of escalation for any customer issues arising.

12.Project Development:
To be responsible for proactively identifying development opportunities and to create an awareness of customer issues.
13.Client Communication:
To ensure proactive and effective communication, building and maintaining client/customer relationships and achieving consumer satisfaction.