Job Purpose

Manage a team of Customer Services Consultants to ensure effective delivery of service to all levels of inbound and outbound client interactions.

Responsibilities

• Operations Management: Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.
• Leadership and Direction: Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.
• Work Scheduling and Allocation: Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.
• Performance Management: Monitor the performance of the team; allocate work and review completion, take appropriate corrective action ...