Sales Compliance Team Manager
I started as a customer service agent dealing with customer queries over the phone. Promoted to senior agent within 2 years and a year later I was promoted to Supervisor. Six months after that, I was promoted again to my current role – Team manager within the Sales Compliance department. • Coaching and developing team and maintaining consistently high stats• 1:1 sessions to review individual targets and set growth plans for future performance• Collate data and use as feedback to the team to raise awareness of up to date performance throughout the month• Motivate team to reach individual, team and department KPI’s• Rewarding and recognizing team and individual achievements• Collective team meetings to ensure all agents are familiar with current team and department KPI’s• Audit calls and deliver feedback to ensure all calls are dealt with effectively and professionally following data protection guidelines• Handle escalated calls and complaints from customers• Complete daily and weekly reports for CCM• HR administration including return to work interviews following an absence, investigation meetings, disciplinary meetings and ensuring that any sanctions are followed up maintaining confidentiality at all times• Updating and awarding monthly performance related bonus to be added to pay• Remaining positive and adaptable within a fluid, ever changing environment
