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Company Profile: Our Client - A market leader in their field is looking for a seasoned Call Centre Manager to join them at there West Midlands based Centre. Joining at this time is especially exciting as you will be joining this new site due which is growing due to continued success. Role Purpose: Reporting to the Employee Services Manager you will be responsible for the Call Centre managing and developing individuals into a high performing team to meet and exceed the targets set by the business. This role oversees the Teams that will answer inbound calls from Internal and External customers, who will also dial Outbound to resolve enquiries. This roll will also oversee a Back office team. Duties and Responsibilities:
• Effective and efficient management of the contact centre functions- Front and Back office
• Organise staffing, including shift patterns and the number of staff required to meet demand-
• Plan and develop contact centre recruitment,
• Review and appraise team performance, identify training needs and plan training sessions-
• Coach, motivate and retain staff and co-ordinate bonus scheme-
• Forecast and analyse data against budget figures on a weekly and/or monthly basis-
• Implement disaster recovery and succession planning Essential Skills / Experience:
• Proven experience in an operational role
• A strong customer focus
• Good commercial acumen
• Proven team and leadership skills
• Proven ability to set, meet and exceed targets
• Excellent communication skills Package Details: Up to £40k DOE 25 days holiday, Private healthcare, Life Insurance after a qualifying period For more information, please contact Cactus Search today Package: Up to £40k DOE + Bens

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Published at 05-03-2008
Viewed: 661 times