Contact Centre Shift Manager

Ref: 691

Role: Contact Centre Shift Manager

Salary: £27,000 – £31,000 DOE

Located: Worksop

Hours:- Monday to Friday rotating weekly shifts: Week 1 – 06:00 to 14:30 Week 2 – 08:30 to 17:00, Week 3 – 13.30 to 22:00 with one in three weekends.

The role: 

You will be responsible for ensuring customer declarations are completed on time and in full to allow goods to move. Your role is about ensuring the team are organised and lead effectively to complete the daily tasks.

To lead your team to exceed customer expectations and to closely monitor the teams overall performance. Offer feedback and coaching to the team to ensure they are high performers in every aspect. Ensure everything your team does is focused on quality. Understanding customs procedures is only part of the process.

• Accurate data entry
• Respond to customs queries via specified platforms (email/portals/IT platforms, etc.)
• Awareness of duty and VAT calculations
• Maintain and ensure compliance with current legislation and customs procedures
• Ensure sufficient staffing for each shift, promptly raising any potential issues and resolutions with the Management Team 

Daily/weekly Tasks include: 

Identify Tasks:

• Review the daily workload and priorities.

Assign Tasks:

• Distribute tasks based on each agent’s skill level and availability, ensuring tasks are assigned clearly and comprehensively

Communicate Expectations:

• Clearly communicate the expectations and deadlines for each task providing necessary resources and information for task completion.

Oversee Progress:

• Monitor the progress of assigned tasks throughout the day, providing support and guidance as needed to ensure tasks are on track.

Ensure Completion:

• Check that tasks are completed to the required standard through quality checks, addressing any issues or delays promptly to ensure timely completion.

Provide Feedback:

• Provide constructive feedback to agents on their performance and quality. Recognising and commending good performance to motivate the team.

Document Outcomes:

• Record task completion and any relevant notes or observations, using the documentation for future task assignments and performance reviews.
• Creation and updating the shift handovers and the daily briefs.
• Maintain the issue tracking log and provide root cause analysis

• Create and manage development opportunities for experienced staff
• Monitor Team performance by capturing data and providing consistent reports to the Management Team
• Communicate and document any business/process changes effectively to the team in the most effective and timely manner.
• Manage the end-to-end lifecycle of team members.

The successful candidate: 

• The ability to communicate effectively with external customers, key stakeholders and colleagues
• Ability to make decisions quickly and confidently based on company policies and practices
• Strong attention to detail
• Customs or logistics knowledge would be highly advantageous
• Strong PC skills including Office 365 packages.
• To complete daily shift report at the end of every late shift ensuring that all areas are accurately completed, and all aspects are checked fully
• Adhere to company policy and procedures and ensure compliance from your shift team.
• To report and contribute to continuous improvement activities.
• Ensure company procedures are followed to ensure that there is no financial loss to the company or third parties.