Assistant Manager - Operations

Responsibilities Include • Guide the team to achieve objectives and support the growth of the product • Support a customer focused culture and drive a “right first-time” approach • Equip and prepare your team to deliver a second to none customer experience and drive sales performance • Complete Quality Assurance identifying gaps and implementing appropriate support in coaching sessions • Attend management / stakeholder meetings and appropriately deliver insights / information • Facilitate and deliver training briefs either on a 1-to-1 or group basis ensuring all colleagues have a full understanding of the product as it evolves • Complete gap analysis of skills via a range of methods such as call listening and customer feedback reviews, then implement appropriate training for performance improvements • Monitor and drive your team’s performance to exceed goals, providing them a clear goal and structured support to help them perform at the best of their ability • Performance management: career counselling, coaching, performance development, 1:1's, mentoring • Invest in your own development and growth by ensuring your knowledge is current and relevant in line with product improvements • Identify and implement best practice opportunities • Provide support in resolving complex and/or escalated queries or complaints • Anticipate and resolve risks or issues that are preventable to ensure positive customer outcomes • Implement housekeeping procedures that guarantee customer’s records are secure and held in compliance with appropriate data protection legislation • Educate and lead by example so that the team are aware of and adhere to the department standards, policies and procedures • Promote a transparent culture where customers’ expectations are exceeded • Live by and demonstrate the clients core values and be an advocate of our organisation QUALIFICATIONS Required skills and experience: • People management experience in a contact centre environment • Familiarity with Utilities and complaints would be beneficial • Strong interpersonal skills • Ability to work on own initiative while in a team environment • Excellent organizational & time management abilities • Analytical approach to problem solving • Ability to establish and maintain key relationships across both Accenture and the Client’s organization