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Video Operations Team

To lead, support and motivate your team to achieve business, team and individual objectives. You will ensure service delivery is met on a daily basis in line with department guidelines. You will liaise with Operations/Reservations and EU Operations Manager to ensure a high quality and consistent service. This is a working team leader position and you will be required to perform all primary responsibilities that Video Reservationists and video operators carry out.

1. Lead team, which includes conducting team meetings as required. Recording and monitoring – hours, timekeeping, attendance records, holiday, sickness
   
2. Conduct some HR related matters for team such as –, appraisals, back to work/sickness interviews
   
3. Liaise with internal and external customers to deal with a variety of requests and/or escalations
   
4. Manage team to ensure all department Standard Operations Procedures (SOP’s) are in place and adhered to
   
5. Ensure all Service Level Agreements (SLA’s) and Key Performance Indicatiors (KPI’s) are achieved according to set targets
   
6. Constantly monitor phone statistics for performance metrics and make required changes to resolve issues
   
7. Ensure that operations staff are alerted to any customer or technical issues that may affect the quality of service given to the customer.
   
8. Escalate any customer issues/complaints or concerns which may affect customer satisfaction to the Operations Manager
   
9. Produce daily/weekly and monthly reports
   
10. Oversee all aspects of training development for team members
    
11. Provide assistance to other departments as necessary
    
12. Deputise for Manager in his/her absence
    
13. Undertake any ad hoc duties or projects as requested

1. Internal – All internal departments (globally)
2. External – All existing/future Genesys customers and vendors

1. 1 year + (ideally within a call centre/conferencing environment)
2. 1 year of supervisory experience (recommended)
3. Knowledge of Microsoft Office
4. Knowledge of E-mail and teh internet
5. A Level or equivalent

1. Excellent customer service skills
2. Excellent written and verbal communication skills
3. Strong organisational and time management skills
4. Excellent interpersonal and leadership skills, including conflict resolution, customer service and ability to motivate self and others
5. Ability to multitask
6. Strong analytical skills –able to define problems, collect data and draw conclusions
7. Good attention to detail
8. MUST take ownership of client problems and see through to resolution
9. Clear and confident communicator – capable of providing regular feedback to management
10. Ability to work effectively and remain calm under pressure
11. Enthusiastic team player
12. Initiative with the ability to work independently
13. Flexible attitude

 English

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