| Responses | Date | Author |
Hi,
Please see below: I hope this helps! This is only part of what would be expected.
Key Responsibilities and Accountabilities (Duties)
1. Targets/Service Levels – To lead, motivate, develop and coach a team to deliver ongoing improvement of sales targets, through the education, nurturing and coaching of individuals in their performance.
2. Agent Development – to identify strengths and weaknesses providing ongoing training and coaching, setting individual objectives
3. Morale and Motivation – to deliver of team Buzz Sessions; to monitor, analyse and report trends in SP morale and motivation, taking appropriate action where necessary to meet the required standards
4. Teamwork – To build and maintain close working relationships to ensure the successful delivery of the team objectives and sales targets
5. Strategic Analysis and Reporting – to analyse agent performance, giving feedback and implementing recommendations in line with client requirements
6. Training Needs Analysis – to carry out, and report, regular team training needs analysis, identifying individual and team training needs and actioning recommendations.
7. Agent Performance Feedback – to provide ongoing feedback on the quality of the SP’s performance to both the individuals and the Management Team
8. Quality Targets – to devise and maintain call quality measurements in agreement with the Management Team
9. Operator Recruitment Feedback – to provide feedback to recruitment to support SP selection, ensuring the correct skill sets are recruited to deliver the targets
10. Product Champion – to be the product champion ensuring that the agents have an up to date and comprehensive level of product knowledge
Behaviours
Working together -
• Takes responsibility for providing upwards feedback
• Builds and develops relationships with internal / external contacts
• Actively seeks to share information in order to improve quality performance
• Leads / helps manage workshops / meetings / presentations
Leading others by example -
• Understands the purpose and relevance of company policies and procedures, ensuring team commitment to them
• Helps manage others work and provides guidance / input to colleagues in decision making
• Contributes to the decision making of the team and actively seeks input of appropriate people
• Guides others in how to address their development needs
Building the platform for value added service -
• Takes responsibility for developing personal knowledge of business requirements
• Helps brief others on particular business requirements
• Contributes to the development of new solutions to meet business needs
• Supports and coaches others to develop their knowledge of the business
• Takes the initiative in suggesting new services that could be developed to meet business needs
Managing and delivering the business -
• Takes responsibility for achieving team results, developing short term plans for team and self to meet business targets
• Plans and manages the work of team as required
• Analyses SP performance issues and helps to resolve problems
Development -
• Supports SP’s to create and implement personal development plans
• Conducts monitoring, reviews and coaching on a regular basis and takes appropriate actions
• Communicates realistic development opportunities to individuals and manages career expectations
• Recognises the strengths and weaknesses of individuals and initiates action plans to aid development
• Provides constructive and objective feedback to SP’s in order to aid development
Results Orientated -
• Ensures the team are making calls in accordance with company requirements
• Demonstrates an accurate and up to date knowledge of team performance and daily targets / SP statistics
• Prioritises tasks and actions and pursues them to satisfactory completion
• Ensures personal and team tasks are achieved, setting deadlines and monitoring progress to ensure deadline completion
Analysis and decision making -
• Analyses communication skills, and SP statistics from a variety of sources and implements required actions
• Considers the long term consequences of actions before making and implementing decisions
• Does not make assumptions, reviews / investigates all facts before making decisions or taking action
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| 02/04/2015 | Leon |