Call Centre Manager

Job Description:

Responsibilities:

• Manage a team providing a range of shared service and transactional HR services Instil a strong customer focused mindset within a team to both ensure adherence to SLA's and delivery of an exceptional employee experience to both employees within the team and to our clients.
• Provide a key point of contact for in country teams.
• Proactively manage any anticipated or actual escalations Resource management and training of all team members.
• Ensure legislative updates are incorporated into process.
• Accountable for delivering both a continuous improvement mindset and tangible high value change.
• Updating knowledge database and work instructions Provide a single point of contact for all escalations.
• Provide advice and support to team lead level and customer service level employees

• Experience in a Team Lead role within a Customer Service / HR Shared Service environments.
• Excellent written and verbal English.
• Experience of managing a team essential preferably within "start-up" business or transformational change programme.
• Experience or understanding preferred on technologies and how they work within a customer service business environment.
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