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Customer Services Manager
Recruiter
Call Centre Associates
Location
in Essex , South East
Salary: £30-35k
Reference: CCH2272IP
THE COMPANY This is a fantastic opportunity to join a fast growing organisation to coach, lead and support all the team to ensure service standards reach, or exceed, targets and objectives set. To manage and motivate a team of individuals to develop their skills, ensuring the delivery of excellent Customer Service at all times by using a problem solving attitude. To manage all call handling and document processing to deliver on service targets set by the Management team. To work closely with the Management team to develop and feedback on performance and service issues. THE ROLE Specific requirements of the role include-
• Lead and motivate the team to ensure peak performance is achieved at all times by providing appropriate help, advice, guidance and support.
• To generate and analyse reports on service levels, processing performance, customer retention, non call functions, performance targets and costs.
• Attend a weekly review meeting with each Team Leader to implement team and individual performance and service targets and then to monitor and evaluate performance.
• To develop, agree and implement with the Team Leaders retention and up sell targets for each team.
• To set and implement staffing levels within budget.
• To brief Team Leaders to prepare and deliver pre-shift training/communication meetings with their teams to ensure awareness of current/new and forthcoming offers, incentives and targets.
• To assist in the recruitment, training, coaching and retention of your team.
• To manage poor performance issues as agreed with the Call Centre Manager.
• To conduct regular 121 meetings and appraisal and Coaching meetings with the Team Leaders.
• To be focussed on your own self-development, by attending coaching sessions, making the Call Centre Manager aware of any training requirements, other ad hoc activities and maintaining a positive attitude towards learning.
• Make suggestions and identify areas for improvement within the CFOA brand.
• Adhere to all guidelines set out in your terms and conditions of employment and the team handbook.
• Maintain and conform to the laid down standards in Health and Safety as well as EEC regulations.
• Spend one day a week in London with the Management team.
• Write reports daily/weekly and analyse the customer service/ productivity that your team provides.
• Investigate and solve customers' problems (these may be more complex or long standing problems that have been passed over by customer service agents).
• Train staff to deliver a high standard of customer service for each brand. Motivate, develop and direct people as they work.
• Provide clear direction and guidance to ensure consistent achievement of key performance metrics, encourage feedback and sharing of ideas and best practice, build an environment which supports spirit of teamwork, coach, develop and motivate associates by providing the skills and knowledge to perform their job. PERSON SPECIFICATION
• Keyboard/VDU - ability to use outlook, word, excel, PowerPoint
• Telephone techniques
• Written and verbal communication
• Ability to lead, motivate and coach a team
• Full understanding of Call Centre technology and practice
• 2 years in Call Centre management
• Experience in a document processing environment
• Mail order business experience
• Dealing with customers both via telephone
• Understanding of call centre budget management
• Self-developer
• Self-motivator
• Flexible and adaptable
• Organised with an eye for detail
• Excellent communication skills
• Analytical and problem solver
• Manage and motivate a team to achieve results
• Customer service orientated PROCESS & TIMEFRAMES To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to- ianp@callcentreassociates.co.uk
• Lead and motivate the team to ensure peak performance is achieved at all times by providing appropriate help, advice, guidance and support.
• To generate and analyse reports on service levels, processing performance, customer retention, non call functions, performance targets and costs.
• Attend a weekly review meeting with each Team Leader to implement team and individual performance and service targets and then to monitor and evaluate performance.
• To develop, agree and implement with the Team Leaders retention and up sell targets for each team.
• To set and implement staffing levels within budget.
• To brief Team Leaders to prepare and deliver pre-shift training/communication meetings with their teams to ensure awareness of current/new and forthcoming offers, incentives and targets.
• To assist in the recruitment, training, coaching and retention of your team.
• To manage poor performance issues as agreed with the Call Centre Manager.
• To conduct regular 121 meetings and appraisal and Coaching meetings with the Team Leaders.
• To be focussed on your own self-development, by attending coaching sessions, making the Call Centre Manager aware of any training requirements, other ad hoc activities and maintaining a positive attitude towards learning.
• Make suggestions and identify areas for improvement within the CFOA brand.
• Adhere to all guidelines set out in your terms and conditions of employment and the team handbook.
• Maintain and conform to the laid down standards in Health and Safety as well as EEC regulations.
• Spend one day a week in London with the Management team.
• Write reports daily/weekly and analyse the customer service/ productivity that your team provides.
• Investigate and solve customers' problems (these may be more complex or long standing problems that have been passed over by customer service agents).
• Train staff to deliver a high standard of customer service for each brand. Motivate, develop and direct people as they work.
• Provide clear direction and guidance to ensure consistent achievement of key performance metrics, encourage feedback and sharing of ideas and best practice, build an environment which supports spirit of teamwork, coach, develop and motivate associates by providing the skills and knowledge to perform their job. PERSON SPECIFICATION
• Keyboard/VDU - ability to use outlook, word, excel, PowerPoint
• Telephone techniques
• Written and verbal communication
• Ability to lead, motivate and coach a team
• Full understanding of Call Centre technology and practice
• 2 years in Call Centre management
• Experience in a document processing environment
• Mail order business experience
• Dealing with customers both via telephone
• Understanding of call centre budget management
• Self-developer
• Self-motivator
• Flexible and adaptable
• Organised with an eye for detail
• Excellent communication skills
• Analytical and problem solver
• Manage and motivate a team to achieve results
• Customer service orientated PROCESS & TIMEFRAMES To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to- ianp@callcentreassociates.co.uk
Recruiter:Call Centre Associates
Website: http://www.callcentreassociates.co.uk
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Published at 06-02-2008
Viewed: 767 times
Viewed: 767 times
