Job expirat
Setting and meeting performance targets for speed, efficiency and quality; you will be responsible for all areas of activity relating to HR enquiries answered by your team;
Managing the daily running of the service centre;
Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
Reviewing and re-engineering client processes and procedures to ensure consistency
Ensuring all processes are clearly documented and process improvements are driven through to completion
Maintaining up-to-date knowledge of industry developments and involvement in networks;
Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
Reviewing the performance of staff, identifying training needs and planning training sessions;
Recording statistics and the performance levels of the centre and preparing reports;
Handling the most complex customer complaints or enquiries;
Organising staffing, including shift patterns and the number of staff required to meet demand;
Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
Improving performance by raising efficiency and sourcing new equipment or processes to enable this.
+2 years managing a team of people.
+2 years of working experience in an outsourcing environment is highly desirable.
Fluent in English to a native speaker level and experience working with an UK client.
Excellent people management skills.
Excellent verbal and written communication skills, including rapport building.
Demonstrable experience of working in a client facing role.
Good organisational and analytical skills.
Problem solving and decision making skills.
Highly motivated, proactive and flexible.
Can work to deadlines with efficiency and accuracy.
Has strong commercial awareness.
With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.
