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| Beschäftigungstyp: | Permanent |
| Standort: | Gibraltar, GX11 1AA |
| Gehalt: | £26k - 28k per year |
| Sprachen: | Englisch |
Details für die Anzeigenschaltung
- Name:SRGEurope
- Veröffentlichung:12-04-2012
- Code:nc_11339
SRGEurope have been appointed to recruit a SLA Team Leader to work for one of the most prestigious Online Gaming and Casino companies in Gibraltar. The SLA Team Leader will manage the Shift Leader Team, reporting directly to the Customer Relationship Manage.
SLA Team Leader Responsibilities:
* Manage the Shift Leader team in order to guarantee that all SLAs (Quantity and Quality) are met across all areas of the Marketing Operations.
* Setting and meeting Service Level targets for efficiency and quality
* Creating and maintaining the KPI of Services offered
* Suggest and maintain a Service level Agreement Structure
* Plan & Manage the monitoring and controlling process of Service level management
* Communicate the SLAs Marketing Operations status
* Analyses and reviews all achieved service levels and conducts comparisons with Targets
* Produces regular reports of service achievements to users and Senior Management
* Prepares for and conducts regular reviews of the SLAs with Senior management, and negotiates and agrees any amendments necessary
* Escalate & manage issues with IT when needed
* Connect the Shift Leader team to the SLAs established through raising team awareness, providing direction and focus towards achieving SLAs proposed.
Shift Management
* Managing, supervising, and coordinating the activities of the Shift leaders to ensure effective shift management
* Task assignment - managing and prioritizing tasks to ensure agents are working towards achievement of by agents to ensure SLAs)
* Escalations of situations that affect MAOPs SLAs
* Daily intervention on underperforming SLAs to initiate improvement
* Liaising with, team leaders, managers and other areas of the business to gather information and resolve issues that impact on the established SLAs, connecting the Shift Leader team with other Departments
* Handling the most complex customer complaints or enquires as the point of escalation
* Improving performance by raising efficiency and sourcing new tools to guarantee this such as creating new reports for measuring live handle times to ensure better reaction times
SLA Team Leader Profile :
* Experience of leading a team is essential
* Excellent problem-solving and communication skills
* Solid customer focus and should be able to operate well in teams
* Excellent analytical skills and the ability to use data to the businesses advantage
* Pro-active attitude and ability to initiate activities
* Have the ability to communicate with all levels of management
* Ability to develop and motivate staff
* Great confidence and excellent business understanding
* Should be able to set, satisfy, and exceed targets
* Previous experience in a similar Role will be valuable
* Proficient user of Excel and CRMs.
The company offers excellent career prospects and free private health-care. If you feel you have the necessary attribures as an SLA Team Leader, please apply now for immediate consideration.
Skills: Team | Leader | SLA | Customer | Service | Target | Online | Gaming | Casino |
SLA Team Leader Responsibilities:
* Manage the Shift Leader team in order to guarantee that all SLAs (Quantity and Quality) are met across all areas of the Marketing Operations.
* Setting and meeting Service Level targets for efficiency and quality
* Creating and maintaining the KPI of Services offered
* Suggest and maintain a Service level Agreement Structure
* Plan & Manage the monitoring and controlling process of Service level management
* Communicate the SLAs Marketing Operations status
* Analyses and reviews all achieved service levels and conducts comparisons with Targets
* Produces regular reports of service achievements to users and Senior Management
* Prepares for and conducts regular reviews of the SLAs with Senior management, and negotiates and agrees any amendments necessary
* Escalate & manage issues with IT when needed
* Connect the Shift Leader team to the SLAs established through raising team awareness, providing direction and focus towards achieving SLAs proposed.
Shift Management
* Managing, supervising, and coordinating the activities of the Shift leaders to ensure effective shift management
* Task assignment - managing and prioritizing tasks to ensure agents are working towards achievement of by agents to ensure SLAs)
* Escalations of situations that affect MAOPs SLAs
* Daily intervention on underperforming SLAs to initiate improvement
* Liaising with, team leaders, managers and other areas of the business to gather information and resolve issues that impact on the established SLAs, connecting the Shift Leader team with other Departments
* Handling the most complex customer complaints or enquires as the point of escalation
* Improving performance by raising efficiency and sourcing new tools to guarantee this such as creating new reports for measuring live handle times to ensure better reaction times
SLA Team Leader Profile :
* Experience of leading a team is essential
* Excellent problem-solving and communication skills
* Solid customer focus and should be able to operate well in teams
* Excellent analytical skills and the ability to use data to the businesses advantage
* Pro-active attitude and ability to initiate activities
* Have the ability to communicate with all levels of management
* Ability to develop and motivate staff
* Great confidence and excellent business understanding
* Should be able to set, satisfy, and exceed targets
* Previous experience in a similar Role will be valuable
* Proficient user of Excel and CRMs.
The company offers excellent career prospects and free private health-care. If you feel you have the necessary attribures as an SLA Team Leader, please apply now for immediate consideration.
Skills: Team | Leader | SLA | Customer | Service | Target | Online | Gaming | Casino |
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