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Call Centre ManagerView Job details:
| Posted by: | Additions Resourcing Ltd |
| View all jobs from Additions Resourcing Ltd | |
| Address: | Sophia House Cathedral Road Cardiff CF11 9LJ |
| Contact Details: | 0292 066 0228 |
| Date Posted | 29th Apr 2008 |
| Reference Code: | |
| View Since Posting: | 9 |
| Salary: | £40000 - £45000 + bonus + benefits |
| Vacancy Location: | Swansea |
| Full Description: | |
| CALL CENTRE MANAGER Role Summary - Responsible for managing all aspects of a call centre of 300-350 seats (400+ FTE). - Oversees operational goals and results for the company. - Achievement of Service Levels and Call Quality targets in line with call forecasts. - Responsibility for development and implementation of Call Centre Strategies to ensure achievement of objectives. - Development of new procedures and strategies to improve the performance of the Call Centre. - Provide clear and strong direction to the teams, taking appropriate action to resolve off target performance and encourage and develop team members to their full potential. - Will have 2-4 direct reports to manage, Operational managers who head up each client contract. Responsibilities; - Manage the call centre in line with the KPIs and Operating budget. Compilation and analysis of monthly statistical reports, for all areas of performance. - Liaise with the client, attending monthly and quarterly meetings as and when required. - Liaise with sales director, looking after current and possible clients when required. - Manage, motivate and develop the team with special attention immediately to promote team spirit, pride and career progression. - Work proactively with other support personnel to develop new procedures to continuously improve the performance of the Operations department. - Set key objectives and goals with all direct reports, which are in line with company objectives. Reorganising job assignments according to operational needs. Holds regular meetings with direct reports, covering all aspects of the business. - Design and implement a communications programme to ensure that staff are aware of all the issues that affect their roles. - Cross-functional participation with other departmental heads in other areas, e.g. Human Resources, Finance, Sales, Resourcing, Facilities and IT to improve the overall effectiveness of the Company. - Responsible for ‘Succession Planning’, Performance Reviews, and any appeals that result from any grievance or disciplinary actions. - Monitor and review Bonus schemes in order to ensure that they are delivering the required results. - Appraise and review direct line management on a monthly basis, and work with them to develop their personal development plans in order for them to meet their career aspirations. Ensure that 1:1s are conducted and documented for all indirect reports. - Leading by example will monitor and enforce Health and Safety procedures and practices. - Development of an environment that is in line with the Company core values and culture. Requirements; - A minimum of 5 years experience of working in a call centre environment preferably in a telecoms and/or business to consumer environment - A minimum of 5 years management experience in a medium to large call centre environment. - In-depth knowledge of call centre technology and related industry developments. - Ability to demonstrate a hands-on approach - A self motivated individual, with a flexible style to allow you to adapt to a changing business sector - Exposure to managing client expectations - A focused thinker with strong analytical capability - Good interpersonal skills - Excellent written and verbal communication skills, including report writing and presentations - Excellent leadership skills. Have demonstrated good man management capabilities - Passion for providing the highest level of customer service - Advanced interpersonal skills in presenting information and recommendations in a positive, productive manner - Attention to detail imperative. - Experience of developing, refining, managing and selling business process to improve customer service. - A composed and credible professional. Must have a strong proven record of organisational, planning and critical reasoning skills. To apply please email your CV to Jenny@additions-resourcing.com |
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