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Inbound Programme Manager
Recruiter
Call Centre Associates
Location
in West London , London
Salary: £23-27k
Reference: CCH2205IP
THE COMPANY Excellent opportunity to join this exciting outsourcing organisation and be the key to the successful delivery of their client's services and client satisfaction. The Inbound Programme Manager is the first line manager for Inbound agents team and responsible for day-to-day activities. As part of the Client Services team the inbound Programme Manager is responsible for ensuring quality service interaction at all times. THE ROLE Specific requirements of the role include-
• Accountability for the running of all elements of Cisco activity (Call handling Web response forms and Web chat).
• Managing all quality aspects of delivery, in particular data entry
• Managing the team / agents aligned with managers and the business requirements.
• Reporting activity and results against programme SLA's clearly and on time
• Responsible for identifying and then implementing improvement actions
• Manage and support the inbound agents to generate quality results and customer service through motivating and skills management.
• Communicate with Senior Management, & Cisco on matters concerning the successful delivery of the projects and work in partnership with Cisco country contacts towards the common goal of successful project delivery i.e. deliver agreed results, within timescale and budget
• Review inbound programmes on a regular basis using the structured approach.
• Have detailed contract knowledge of client proposition, features, advantages and benefits
• Drive activity and be responsible for call handling ability.
• Follow defined quality standards for data entry and checking
• Make an impact on new and existing agents performance through effective coaching, measurement and monitoring (including input into agents monthly assessments)
• Proactively assess campaign shortfalls and implement workable plans for addressing issues
• Follow defined complaints and escalation procedures
• Acts consistently in a professional manner and as a role model to all staff
• Shows a commitment to personal development and career progression
• Will align with, and work with, all levels of Harte-Hanks managers as a team player to drive the company to be successful. PERSON SPECIFICATION
• Demonstrated experience of working in an inbound call centre.
• Demonstrated experience in a high volume telemarketing role.
• Demonstrated experience of driving a target driven team i.e. coaching/ mentoring a team towards specific goals and knowledge of the performance management process.
• Demonstrated experience of working in a business-to-business call centre.
• Knowledge of managing a project.
• Demonstrated experience of Excel & Word
• Demonstrated experience in a Hi tech, IT or telecom background (Preferred).
• Commercial awareness and demonstrated knowledge of budgets and P&L accounts (Preferred)
• 2nd European Language (preferred) 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
• Accountability for the running of all elements of Cisco activity (Call handling Web response forms and Web chat).
• Managing all quality aspects of delivery, in particular data entry
• Managing the team / agents aligned with managers and the business requirements.
• Reporting activity and results against programme SLA's clearly and on time
• Responsible for identifying and then implementing improvement actions
• Manage and support the inbound agents to generate quality results and customer service through motivating and skills management.
• Communicate with Senior Management, & Cisco on matters concerning the successful delivery of the projects and work in partnership with Cisco country contacts towards the common goal of successful project delivery i.e. deliver agreed results, within timescale and budget
• Review inbound programmes on a regular basis using the structured approach.
• Have detailed contract knowledge of client proposition, features, advantages and benefits
• Drive activity and be responsible for call handling ability.
• Follow defined quality standards for data entry and checking
• Make an impact on new and existing agents performance through effective coaching, measurement and monitoring (including input into agents monthly assessments)
• Proactively assess campaign shortfalls and implement workable plans for addressing issues
• Follow defined complaints and escalation procedures
• Acts consistently in a professional manner and as a role model to all staff
• Shows a commitment to personal development and career progression
• Will align with, and work with, all levels of Harte-Hanks managers as a team player to drive the company to be successful. PERSON SPECIFICATION
• Demonstrated experience of working in an inbound call centre.
• Demonstrated experience in a high volume telemarketing role.
• Demonstrated experience of driving a target driven team i.e. coaching/ mentoring a team towards specific goals and knowledge of the performance management process.
• Demonstrated experience of working in a business-to-business call centre.
• Knowledge of managing a project.
• Demonstrated experience of Excel & Word
• Demonstrated experience in a Hi tech, IT or telecom background (Preferred).
• Commercial awareness and demonstrated knowledge of budgets and P&L accounts (Preferred)
• 2nd European Language (preferred) 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: 713 times
Viewed: 713 times
