Assistant Manager
About the Role
A Call Centre Team Manager is responsible for leading, supporting and motivating a team of customer service advisors to deliver excellent customer service, achieve performance targets and meet business objectives.
Full Job Posting
Qualifications
- Bachelor's Degree
Responsibilities
- Key Roles and Responsibilities Team Leadership and Management Lead, motivate and support a team of call centre advisors.
- Set clear performance expectations, objectives and targets.
- Conduct regular team briefings and one-to-one meetings.
- Promote teamwork, accountability and a positive working environment.
- Manage attendance, punctuality, holidays and staff performance.
- Performance Management Monitor individual and team performance against KPIs.
- Track key metrics such as:
- Average Handling Time (AHT).
- Customer Satisfaction (CSAT).
- First Contact Resolution (FCR).
- Quality Assurance (QA) scores.
- Service Level and call response times.
- Adherence to schedules and occupancy.
- Identify performance gaps and implement improvement plans.
- Provide regular feedback and recognise high performance.
- Customer Service and Quality Assurance Ensure the team delivers professional, consistent and high-quality customer service.
- Monitor calls and review interactions for quality and compliance.
- Handle escalated customer complaints and complex queries.
- Ensure customer issues are resolved promptly and effectively.
- Identify recurring customer concerns and recommend service improvements.
- Coaching, Training and Development Conduct coaching sessions to improve advisors' skills and confidence.
- Identify training needs and organise refresher training.
- Support new employees during onboarding and induction.
- Develop individual performance improvement plans where necessary.
- Identify employees with potential for career progression.
- Operational Management Ensure adequate staffing and effective allocation of workloads.
- Monitor call volumes, waiting times and service levels.
- Work closely with workforce management to manage schedules and breaks.
- Respond to unexpected increases in call volumes or staff shortages.
- Ensure daily operations run smoothly and targets are achieved.
- Reporting and Analysis Prepare daily, weekly and monthly performance reports.
- Analyse KPI trends and identify areas for improvement.
- Communicate team results, challenges and achievements to senior management.
- Develop action plans to address underperformance.
- Use data to improve productivity, customer experience and operational efficiency.
- Compliance and Risk Management Ensure advisors follow company policies, procedures and scripts where required.
- Maintain compliance with data protection requirements, including UK GDPR where applicable.
- Ensure customer information is handled securely and confidentially.
- Follow regulatory and industry-specific requirements.
- Identify operational risks and escalate serious issues appropriately.
- Employee Engagement and Wellbeing Build strong relationships with team members.
- Maintain team morale and encourage open communication.
- Recognise achievements and reward positive contributions.
- Address employee concerns, conflicts and grievances fairly.
- Support employee wellbeing and promote a healthy working environment.
- Continuous Improvement Identify opportunities to improve call handling processes and customer journeys.
- Reduce repeat calls, avoidable errors and unnecessary escalations.
- Share best practices across the team.
- Work with other departments to resolve recurring operational issues.
- Implement changes that improve efficiency without compromising service quality.
- Key Roles and Responsibilities
- Team Leadership and Management
- Lead, motivate and support a team of call centre advisors.
- Performance Management
- Monitor individual and team performance against KPIs.
- Customer Service and Quality Assurance
- Ensure the team delivers professional, consistent and high-quality customer service.
- Coaching, Training and Development
- Conduct coaching sessions to improve advisors' skills and confidence.
- Operational Management
- Ensure adequate staffing and effective allocation of workloads.
- Reporting and Analysis
- Prepare daily, weekly and monthly performance reports.
- Compliance and Risk Management
- Ensure advisors follow company policies, procedures and scripts where required.
- Employee Engagement and Wellbeing
- Build strong relationships with team members.
- Continuous Improvement
- Identify opportunities to improve call handling processes and customer journeys.
About EXL
EXL is a global data and AI company that provides analytics, digital operations, and industry-specific services to enterprises in insurance, healthcare, banking, retail, media, and energy.
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