Team Manager at BT

Job description

Purpose Of Role

The role holder is primarily responsible for the management of a mix of high volume straightforward products. He/she manages, leads, and motivates a team of Team Members who perform routine, clearly defined operational processes in a highly scripted high volume services environment. Key objectives are customer satisfaction, revenue collection and high quality of service.

Key Responsibilities

• Ensures delivery of an excellent customer experience in all customer contacts within team.
• Responsible for day to day BAU operations for the centre and any real time issues
• Escalation point for customer escalations or internal issues
• Develops a plan to meet agreed targets and budgets so that team operates at minimum
• Cost and maximum benefit.
• To build and maintain internal relationships across own organisation, and where appropriate, the wider unit.
• May be involved in providing information at a local level with trade unions.
• Demonstrate awareness of BT’s strategy and good knowledge of unit strategy.
• To coach Team Members on processes and procedures and ensure compliance targets are met for teams.
• Do regular 121 sessions and assist in career developments for own teams
• To meet all people related targets and responsible for performance management of team of agents
• To contribute in GCS wider business objectives
• Drive and contribute Employee engagement and team building activities, organise reward and recognition and general wellbeing of employees thereby delivering for CARE results
• Follows standard procedures for escalations, or refers on to Centre Manager, and implements process improvements within teams.
• Ensure standard processes are followed for the majority of problem solving issues.
• Responsible and accountable for managing people, resource, targets and performance of a team so that all customer satisfaction, quality of service to customer, revenue, debtor control, cost and productivity targets are achieved whilst minimising the number of complaints.
• To communicate operational plans as it applies to the team, to manage work volumes within the team and report on productivity and other measures as required
• Business Impact
• Impact relating to customer satisfaction and performance management is short-term, but with high accountability.
• Authority/Decision Making
• Ensures delivery of an excellent customer experience in all customer contacts within team
• Develops a plan to meet agreed targets and budgets so that team operates at minimum cost and maximum benefit.
• Acts as first level for customer escalations for own product area, and acts as a positive change agent
• Follows standard procedures for escalations, or refers on to Centre Manager, and implements process improvements within own team.
• Follows standard processes for the majority of problem solving issues.
• Takes responsibility and accountability for managing people, resource, targets and performance of a team so that all customer satisfaction, quality of service to customer, revenue, debtor control, cost and productivity targets are achieved whilst minimising the number of complaints.