Team: Training

Salary: Excellent

Contract Type: Permanent

Hours Per Week: 40 Hours

Under the general direction and guidance of the Senior Service Performance Manager , Our Contact Centre Support for Management and Real Time (SMART Lead) is primarily responsible for leading, coaching and developing a team of dedicated Team Leaders with the overall objective of ensuring that attendance and adherence is at an optimal level across our multi-channel contact centre.

This role is essential to our ability to effective tracking and manage attendance related matters including absence, adherence, KIT & System issues, and timekeeping to ensure we deliver a VIP customer service whilst at the same time support the wellbeing of our colleagues.

The Contact Centre SMART Lead is a high-profile position within our contact centre team at Jet2holidays. The individual is critical in driving positive engagement for both internal and external customers, while maximising profitability for our business.

Key responsibilities will include -
  • Leading, coaching and developing a team of SMART Team Leaders, providing support and guidance and effective performance management through regular 1-2-1's and personal development plans
  • Analyse absence data and communicate trends to the wider operation
  • Take a lead role in the reduction overall absence across the contact centre with the delivery of strategies to improver key department KPI’s
  • Work closely with HR to drive improvements to the levels of overall scheduled adherence & attendance and maintain knowledge of HR policies and procedures
  • Work with relevant internal parties to act on trends identified with company related system and KIT issues ensuring corrective action is taken
  • Ensure processes relating to attendance are completed to a high standard and in a timely and meaningful manner
  • Clearly communicate team and organisation goals and objectives as well as providing consistent progress updates
  • Maintaining high levels of personal engagement with peers and colleagues at all times
  • Act as a role model to others whilst striving to achieve high standards of performance
This opportunity is available on a Full Time (40 hours per week) permanent contract basis. This position is Home Based and as such you will have to meet our Home Working requirements for your workspace and broadband speed and be based in the UK.

The successful candidate will be a real Ambassador for our brand. Passionate about delivering a VIP experience to our customers, colleagues, and partners, it is essential that you have recent and relevant experience of leading and coaching teams in a fast paced, customer focused Contact Centre environment and will have proven exposure to absence management and proactively improving attendance and performance. A strong leader, you will have demonstrable skills motivate and inspire your team to deliver great results.

As this role is data driven, you will be confident in using a range of management information tools and capable of drawing meaningful insights from these sources to drive performance improvement.

Strong communication and influencing skills are key, along with the ability to build strong working relationships across all business levels. In return, we offer an excellent salary and benefits package with fantastic opportunities for progression.

Help us to send our all-important customers on holiday with and Jet2holidays!!

Other Opportunities

Contact Centre Training Planning & MI Training