Technical First Line Manager Review

As a first line manager I manage up to 15 technical support call centre agents. Having regular catch ups and 121's with each team member, call monitoring, managing team members from an ER perspective. Also I manage the day to day running of the department such as ensuring colleagues are doing what they should be doing and giving support when required. I would also deal with customer escalation to help resolve any issues thy may have.

I would say both. Doing my level 3 management qualification has develop current skills i have within communications. Being able to communicate effectively is a very important part of my role and this qualification is helping me to identify different ways to approach situations. Also whilst doing this qualification I have learnt new and better ways of managing my time effectively. I feel since learning new ways of organising my time I have become much more efficient.

Currently I am only about half way through my current qualification, however I am a keen believer in education. I have learned a lot so far and I am excited to see what else I can learn. When i joined Dixons Carphone around 6 year ago I joined on an apprenticeship scheme in the sales team, for Contact centre operations. I learned a lot early on around the basics of working in a contact centre environment and I believe this has helped me in my progression through the company which is why I was keen to continue learning with the level 3 management qualification I am currently doing.

Very. The way the source academy and my employer structure my learning is great. Once a month I have a meeting with my assessor through the Source, either she will come to visit me at my work place or I will go to there office depending on what it is we need to do. I will then be given work to do in the interim. I am given time at work to complete this if needed and my assessor if easily contactable. All my work is done through a web portal called OneFile which is easy to navigate and I have a clear process bar so I know how I am getting on.

My employer gives me the time required to furfill my qualification. Also my line manager has regular catch ups with me to see if there is any additional support that they can provide and can understand how I am getting on with the qualification. Also at the end of my qualification I have to do a show case of my learning where my line manager will be present.

I feel the support I am given through my training provider is exactly what I need. I have regular catch up's, once a month to make sure everything is on track for my completion and in between this they will support as much or as little as I need them to. I just need to get in touch with them.

100% I am a keen believer in continuous learning. Even though parts of the qualification I already know It, it is reiterating the methodology and giving me a better understanding to help put things into practise. But on top of this I am learning much that helps me manage and support my team better everyday.

Yes many. We have a communication and engagement team within our Contact Center. There is that much that happens I can not remember them all but below is a list of just a few of these things. National Contact centre awards - we regularly enter participate and win these awards Football matches - managers v colleagues - Sheffield v Warrington - these all raise money for charity and are held at football ground such as Sheffield Wednesday and Sheffield united. Workplace - work social media Charity days - dress down days - fundraisers Apprentice - department vs department for who can raise the most money in 4 weeks for charity Valentines celebrations Mothers celebrations Fathers celebrations Christmas celebrations Easter celebrations peak incentives

Yes

Because for me if it a good company to work for. They look after their colleagues and develop and progress from within, to get the best out of the people they have already. There are lots of befits to working here and the job within its self is enjoyable.

Be yourself, Be Confident and research the company to see if it where you want to work. If you are willing to work hard but see the rewards and recognition for it then Dixons Carphone is the place for your future career.