The role of Service Centre Manager reporting to the Head of Service Centre plays an integral part in ensuring Performance Managers, field engineers and Service Centre agents are aligned by bringing together best practices and technology with a fully trained, customer focused workforce. Service Centre Manager has the responsibility to lead, develop and performance manage within the Service Centre operation, ensuring exceptional levels of service are delivered across all workstreams of the Service Centre and our clients. Service Centre Manager will dynamically manage operational KPIs and implement innovative solutions to optimize efficiency and effectiveness in our Service Centre through action plans and continuous improvement methodologies.
Duties and Responsibilities
Include but are not limited to:
- Responsible for leading the Service Centre team daily through effective leadership, coaching and development
- Responsible for achieving a high standard of operational results for Service Centre
- Management of Performance Managers/Coaches across all workstreams
- Weekly team meetings to ensure common goals are understood and to review performance across all workstreams
- Liaising and collaborating with field operations management and teams to drive exceptional performance, results and operational resilience for all workstreams/clients
- Liaising and collaborating with all internal departments supporting Service Centre i.e. Fleet department, HR department, Recruitment department
- Define and deliver against all SLA and KPI's for the Service Centre, reviewing these regularly and taking remedial action as necessary
- Analysis of all performance stats and conduct deep dives on development areas of the Service Centre
- Marking recommendations of improvements to systems or processes and maintaining an action log of development being undertaken across all workstreams
- Present results weekly and monthly to the Head of Service Centre and Operations Director
- Instrumental, along with Performance Managers/Coaches in the set-up of all evaluation processes and forms to measure quality, calibrate project results
- Create new teams and functionality aligned to business strategy
- Review resources regularly and build case for additional resources when required across all workstreams
- Review and issue of all Reports
- Host Agent/Manager/Coach Forums to ensure understanding of Service Centre issues
- Review systems and make continuous improvement recommendations to Head of Service Centre
Skills & Requirements:
- Preferred: Higher Education.
- Ideally, candidates will already have 3 years management experience at a senior level within a similar role.
- Strong results driven performance in previous roles.
- Good understanding of employment law.
- Adds value to the team – balancing tasks and people, analytical – creation of common goals, motivator, recognised as the leader.
- Effective leader and communicator, able to define goals, talk through strategy, gain buy in and agree actions to be delivered, review then analyse results.