Job Details: Holiday Experience Team Manager
Role Profile:
We are thrilled to be seeking our latest Team Manager to coach, motivate and lead the success of our busy team of Holiday Experience Specialists! Key Responsibilities: Accountability for team performance, including coaching and development of team members' individual performances. Ensure that shifts are suitably covered. Understand all organization’s products, services, procedures, and guidelines. Conduct regular reviews of Agents' performance and manage underperformance. Provide feedback to relevant departments on improvements based on staff/customer feedback. Ensure a safe and harmonious working environment. Motivate and support team members. Mentor teams. Drive performance improvements. Work alongside the Senior Management team within the Operations Department of Sykes Cottages to deliver outstanding results, positively drive change, and motivate and inspire team members. Create an environment oriented to trust, open communication, creative thinking, and a collaborative approach. A flexible approach to the role is required, with the ability to move around the business if necessary. Any other duties within the scope, spirit, and purpose of the job. Your Key Performance Indicators will be the following: Meet and exceed conversion performance for the Call Centre in line with monthly goals set and agreed. Ensure all service levels are met and exceeded at all times – SLA’s will be set and agreed monthly. Team performance is managed in line with Company guidelines – to include performance management and staff retention. Attendance is managed in line with Company guidelines. Escalate issues which cannot be resolved by the team.
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Role Profile:
We are thrilled to be seeking our latest Team Manager to coach, motivate and lead the success of our busy team of Holiday Experience Specialists! Key Responsibilities: Accountability for team performance, including coaching and development of team members' individual performances. Ensure that shifts are suitably covered. Understand all organization’s products, services, procedures, and guidelines. Conduct regular reviews of Agents' performance and manage underperformance. Provide feedback to relevant departments on improvements based on staff/customer feedback. Ensure a safe and harmonious working environment. Motivate and support team members. Mentor teams. Drive performance improvements. Work alongside the Senior Management team within the Operations Department of Sykes Cottages to deliver outstanding results, positively drive change, and motivate and inspire team members. Create an environment oriented to trust, open communication, creative thinking, and a collaborative approach. A flexible approach to the role is required, with the ability to move around the business if necessary. Any other duties within the scope, spirit, and purpose of the job. Your Key Performance Indicators will be the following: Meet and exceed conversion performance for the Call Centre in line with monthly goals set and agreed. Ensure all service levels are met and exceeded at all times – SLA’s will be set and agreed monthly. Team performance is managed in line with Company guidelines – to include performance management and staff retention. Attendance is managed in line with Company guidelines. Escalate issues which cannot be resolved by the team.
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