About the role
We have an exciting opportunity for extremely self-motivated, enthusiastic and driven team managers who has a passion for developing people and a real focus on genuine customer engagement.
At Kura, we’re creating a culture where our People Managers spend the majority of their time coaching & developing their team. This role is unique in that you will be flexible in spending a majority of your time supporting and getting to know your people, delivering high performance and a superior level of customer service.
What you will do
- Lead, motivate and engage a team of advisors, enabling and empowering them to deliver a superior level of service and achieving project KPIs.
- Management of performance on a individual and team level via:
- Consistent coaching, call monitoring and feedback.
- Completion of one-to-one reviews
- Regular team meeting and briefs
- Ensuring all individual agents understand KPI’s, goals and objections and how to achieve and maintain these.
- Reward good performance.
- Address under performance in a timely and appropriate manner through improvement plans and/or disciplinary procedures (in conjunction with Human Resources)
- Analyse and act upon Employee Engagement feedback to maximise team productivity and motivation. Minimise absence and Attrition.
- Complete a certain amount of hours of dialling per week to ensure knowledge and processes are up to date.
- Analyse, interpret, present and act upon complex data maximising MI reporting systems and proactively drive and achieve teams targets.
- Manage absence to a high degree of detail and ensure that adequate support and or disciplinary action is taken (in conjunction with Human Resources and company policies)
- Handle customer complaints escalated from advisors ensuring superior customer experience is achieved.
- Perform additional duties as direct by your Customer Experience Leader
What we are looking for
- Outbound and/or inbound contact centre team management.
- Effective leadership through team building and development.
- KPI management and proven track record of achievement.
- Leadership qualities and behaviours which maximise employee engagement.
- Understanding of contact centre planning, reporting and real time delivery functions.
- Previous exposure to Client relationships.
What we offer
We have spent over thirty years building a business around developing people. Here’s what that means for you.
- Salary upto £35,000.00 DOE
- Bonus Opportunity
- Structured coaching and development that runs for as long as you are with us, not a one off induction week
- Real routes to progress. Most of our managers were promoted from within, and so was our CEO
- Wellbeing support and an Employee Assistance Programme
- Access to financial, family and legal support
- Health and wellbeing programmes
- Peer recognition through Kura Kudos, with more than 20,000 shared across the business every year
- 30 days paid holiday
About Kura
Kura is an independently owned customer experience partner with over 35 years’ experience, operating from Glasgow, Sunderland and South Africa. We build customer experience solutions around our clients’ businesses, and we develop our people for the long term.
How to apply
To apply, send your CV to [email protected] with the job title in the subject line. We review applications as they arrive and will be in touch to arrange a conversation if your experience matches what we are looking for.
