Job details
Please mention DRRCC900 when enquiring about this vacancy or use the form below.info@morgan-harvey.co.uk
| Call Centre Manager - vacancy filled | |
| Surbiton, Surrey
£40,000 - £45,000 DRRCC900 permanent position |
My client is looking for an experienced Call Centre Manager with experience of running a busy call centre of 40+ FTE. The average number of incoming calls from customers are approx 1500 2000 per day and my client would like candidates that have dealt with at least that number of calls and individuals. This is a high profile role within the company and requires experience of leading, managing and supporting a team of customer service advisors and team leaders in delivering the best service to customers. Key Responsibilities: Manage a Team of 30 to 50 Contact Centre Advisors, including 3 Team Leaders, 1 dedicated Contact Centre Trainer and a Call Coach. Lead and direct team to achieve agreed targets including daily call numbers, call abandon rates and quality levels as well as absence & sickness rates. Ensure that operational effectiveness and efficiency are maintained to the highest standards Proactively identify and implement process, productivity and performance improvements Conduct regular one to ones with all direct reports Detailed telephony/queue monitoring and analysis Proactive management of resources and systems, utilising short and medium term trend analysis Liaising on all technical aspect of systems used within the Contact Centre Proactively managing all the resource and systems to ensure that all service level agreements and key performance indicators are met at all times Ensure Best Practice is in place within teams and keep well informed of external developments which may be introduced in house to improve results Ensure service standards are met on a daily and monthly basis Liaise with HR Manager to recruit and resource permanent and temporary staff Motivate all members of team Plan and organise direct reports Train, coach and develop direct reports Provide daily, weekly and monthly management information Liaise with Operations Director and Head of Operations on daily basis, as well as attending regular meetings with the MD. Ensure procedure manuals are up to date Competencies/Skills/Requirements: Leadership Exceptional planning and organising skills Strategic thinking Presentation skills Interpersonal skills Written and Verbal Communication skills Analytical and forecasting skills Change management Directing and influencing skills Coaching skills Assertive Previous experience of managing a team of no less than 25 people Previous experience in a contact centre manager role Previous experience of working in financial services (preferred) |
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