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Team Manager


Team Manager

parseqbpo Parseq



Hours: Monday – Friday 8am – 4pm

We have an exciting opportunity for an experienced Team Manager to join our Finance & Administration division at Parseq. You will support the Operations Manager to provide an outsourced client service which meets the Service Delivery Description and develop the team to its full potential.

Key Deliverables

  • Meet Daily SLA’s to the highest standard and quality, which generates confidence by the client in the services being provided.
  • Continually review existing processes and procedures, to increase opportunities of excellent Customer Service.
  • Ability to co-ordinate own duties with others within the Team to ensure deadlines are consistently met and exceeded.
  • All exceptions amended to ensure consistent workflow.
  • All IT issues reported immediately
  • Communications with the Operations Manager (Daily) to ensure issues are resolved.

Duties and responsibilities

  • Communicating the Company’s purpose, core values and vision to all Team members
  • Co-ordination or workflow in line with daily SLA’s
  • Handling escalated calls, complaints, questions and queries, and any other day to day queries as necessary.
  • Escalating issues to Operations Manager in a timely manner, in particular any issues which may affect the daily SLA targets.
  • Making sure all relevant files (daily) are sent within SLA timescales.
  • Preparation of Audits/Reports as required.
  • Any actions identified via Audit are addressed in a timely manner.
  • Establish and maintain productivity measures for all agents.
  • Production of accurate daily staff reporting figures, including associated agency costs.
  • Complete and manage call observations, complaint handling and overall call scoring for the dept.
  • Motivating and inspiring team to surpass their potential.
  • Carry out Annual Appraisal’s in line with Company’s Format of all team members, and encourage and support individual’s continual personal development.
  • Carry out Team meetings and actively participate in monthly and weekly meetings as required.
  • Communications manual to be kept up to date and team briefed in a timely manner.
  • Supervision of operational Leads and Agents within the Team.

Knowledge & Experience

  • Experienced in document management is preferable
  • Demonstrable evidence of managing a team in providing a successful service to a range of clients.
  • Good knowledge of people management practices & procedures
  • Strong communication skills – both verbally and written
  • High attention to detail and accuracy
  • Ability to work within a fast-paced pressurised environment
  • Strong organizational aptitude and proven time management skills
  • Approachable and flexible attitude to work
  • Effective time management
  • Excellent problem solving skills
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Posted by Parseq Careers  Posted on 14 Jul 
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