Team Supervisor

Taking direction from the CIPS Manager, Team Supervisors will manage CIPS Information Teams and information delivery systems and practices to ensure that all customer service objectives and standards are met.

Reporting to: The CIPS Manager.

Main Responsibilities

Operational

• Contribute to the overall management of the service, and particularly the day-to-day operational management of CIPS.

• Assign work to the information team through the organisation of rotas and the monitoring of workflows etc.

• Ensure staff deployment and service operations deliver on all agreed customer service targets (Service Level Agreement – SLA) and that the service is sufficiently geared to respond to periods of peak demand.

• Operate the ICT systems to ensure optimum resource allocation, service delivery and performance analysis.

• Produce, analyse and present reports on a weekly, monthly and ad-hoc basis.

• Take an active and positive role in supporting and implementing all changes within the service and proactively seek to identify process improvements.

• Lead and / or participate in projects assigned by the CIPS Manager.

Personnel

• Actively lead, motivate and manage the CIPS team, ensuring that all members are working to achieve clear service objectives and delivery targets / SLA.

• Assess individual performance and provide constructive feedback to staff by holding one-to-one meetings, call coaching and performance reviews.

• Ensure the CIPS team is fully aware of its responsibilities and performance standards.

• Provide appropriate support to staff not meeting performance standards and manage any performance issues. Perform bi-monthly one-to-one meetings and Call Coaching sessions as per the quality assurance procedures.

• Communicate effectively with the CIPS Team by holding regular meetings to ensure all are aware of the Team performance and manage and arrange fortnightly Information Exchange meetings.

• Conduct training needs analysis on an ongoing basis. Train, support and appraise a team of Information Officers, assisting everyone to achieve optimum performance while maintaining a supportive working atmosphere.

• Report regularly to the CIPS Manager regarding the performance of CIPS staff.

• Assist with the recruitment and selection of staff for the service as may be requested from time to time.

• Communicate CIPS HR policies and procedures to team members and ensure their implementation.

Information

• Assist with complex customer queries and appropriate referrals.

• Provide information directly to customers, as required.

• Engage with and implement quality monitoring and control mechanisms.

• Ensure CIPS’ active engagement in the social policy aspect of Citizens Information SLA.

Managerial Support

• Contribute to the development and implementation of policies and procedures as required.

• Deputise for the CIPS Manager as delegated by the CIPS Manager or the CIPS Board of Directors.

• Engage with CIB and other stakeholders as delegated by the CIPS Manager.

• Engage in such other duties and responsibilities as may be delegated by the CIPS Manager.

• Other duties as required by management.

This list is not exhaustive but serves to reflect the nature of the responsibilities included in the role. Given the nature of the organisation and the need to respond to customers’ needs on an ongoing basis, the role is subject to change over time.

Training and Education Third Level Qualification

Proven Record of Attainment Two years’ line management experience in a front-line service delivery setting – including recruiting, supervising, appraising, training, coaching and motivating staff. Experience in a leadership role. Operational planning and service development. Service evaluation / quality assurance. Management reporting (quantitative and qualitative).

Service Delivery and Floor Management in a Call Centre Setting Experience in engaging in floor management in a call centre providing a service to customer / clients.

Strong capacity to plan and deploy resources in a busy multi-channel environment i.e. anticipating customer service demand; planning and deploying staff resources as appropriate; responding on a ‘real time’ basis to variances in customer demand and staff availability; contingency planning.

Ability to direct and supervise staff ‘on the floor’, intervening as appropriate in all situations requiring immediate hands-on management.

Capacity to develop customer service guidelines and quality-assurance templates across all delivery channels, and to oversee their implementation.

Ability to develop referral guidelines. Ability to set and manage rosters. Capacity to assist Information Officers with complex queries.

Training Experience / HR Experience (including recruitment) Develops or oversees employee training. Staff supervision. Provide training, coaching and induction supports on a systematic basis, and to actively appraise and feedback on staff and service performance in one-to-one and group settings.

Administers benefits / entitlements to staff. Experience in employee relations / industrial relations. Undertaken the recruitment process on behalf of an employer.

Experience of Coaching, Mentoring and Supporting Staff Actively helps and supports others to achieve goals. Conducts performance management and appraisal, 1-to-1 and Call Coaching.

Builds effective working relationships to support learning.

Team / Staff Supervision Awareness of the importance of, and ability to positively influence, organisational culture.

Provide training, coaching and induction supports on a systematic basis, and to actively appraise and feedback on staff and service performance in one-to-one and group settings.

Sets high standards and monitors and supports to ensure delivery of service. Creates capacity and preparedness to lead by example. Provides others with clear guidelines and indication of expectations. Delegates wisely, motivates and challenges others to perform to their potential. Range of aptitudes with respect to change and conflict management. Awareness of importance of, and ability to positively influence, organisational culture. Willingness and capacity to both work on own initiative and to take direction. Sound decision-making skills. Ability to offer appropriate support and guidance to staff in a service delivery environment.

Communication Skills Excellent communication skills. Builds rapport with colleagues and customers to understand their issues. Puts information across clearly, concisely and convincingly and communicates effectively to build relationships.

Customer Service Deals with people in a helpful and professional manner, displaying empathy, diplomacy and tact, particularly in difficult situations. Demonstrates a customer-oriented approach to work, being in touch with and understanding the concerns and needs of the customer. Relates well to a wide range of customers both in person and over the telephone. Judges well when to refer a matter to a higher level.

Management Reporting Ability to analyse statistical information, and to prepare and present operational / management reports. Identify and collect relevant data; examine the data; identify factors indicating effectiveness or otherwise of service; make recommendations. Strong analytical and critical thinking skills. Strong IT skills, particularly MS Excel. Excellent communication skills.

All position is subject to satisfactory completion of a probationary period. The period of probation may be extended at the discretion of the CIPS Manager. The successful candidate will be available to work 35 hours (full-time). There will be a requirement to work alternative shifts between the hours of 09:00 and 20:00, Monday to Friday.

Full Time Salary: Scale range of €48,625, €50,244, €51,861, €53,476, €55,095 (Max for 3 years), €56,969 (LSI1 – Long Service Increment for 3 years), €58,837 (LSI2). Salaries pro-rata for part-time work.

Incremental Credit: It is expected that all new entrants to the Citizens Information Phone Service (CIPS) will be appointed at point one of the salary scale. However, CIPS operates an incremental credit process for appointments higher than point one of the salary scale. This process is applicable to new entrants into the CIPS. Incremental credit criteria, based on the competencies for the role, are assessed against employment history as laid out in the application form only. A request for incremental credit from a successful candidate must be made within the first 3 months of employment. The decision on whether to award an incremental credit or not is a decision made by the Board and is subject to the availability of funding.

Pension: A company pension scheme is in place, and membership is obligatory upon commencement. Employee contribution: 5% of salary. Employer contribution: 7% of salary. Please note the Citizens Information Service has established a normal retirement age in line with the state pension age (currently 66).

Annual Leave: 26 days per year, calculated on a pro rata basis for part year service.