2. RESPONSIBILITIES AND END RESULTS
· Gain the commitment of employees to the company goals and objectives.
· Communication of company policy and procedure to staff and ensure that they are adhered to.
· Communication of performance goals and measures to staff and provision of regular and constructive feedback.
· Monitoring, coaching and training of Team Leaders.
· To identify and address any staff training needs.
· To Provide counsel where there are performance or conduct issues and to administer disciplinary action where required, in line with the company policy.
· Ensure that agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently.
· Leading the account’s recruitment of staff to the team
· Development, implement and monitor the employee work schedules.
· To co-ordinate and influence in a pro-active fashion, system development requirements.
· Resolution of any escalations which occur in line with the agreed procedure.
· Meet or exceed account performance measures as agreed with the Account manager.
· Ensure client satisfaction on quality and service levels
· Conduct meetings with Team Leads to ensure effective communication of all company and group objectives.
· Conduct client meetings across all levels representing Sykes in a constructive fashion.
· Play a part with the other members of the group to make improvements to the benefit of Operational effectiveness and client satisfaction.
· On occasions stand in for the Account Manager in their absence.
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