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Contact Centre Manager
Recruiter
Call Centre Associates
Location
in Oxfordshire , South East
Salary: 45k - 55k + Bonus + Benefits
Reference: CCH2320MC
The Company A market leading outsource function. Role The Contact Centre Manager is responsible for the management and leadership of teams within the Call Centre. The Call Centre operates with between 150-200 full-time equivalent communicators, dealing with over 20 clients, both contract and tactical, from a wide range of industries. People Management:
• To be responsible for ensuring that all call centre teams are developed and trained to a consistently high standard
• To ensure teams are highly motivated at all times
• To set clear meaningful and achievable targets for the teams and to measure improved performance Financial Management:
• To maintain agreed staffing levels, within an agreed overhead budget
• To enhance call centre profitability Business Development:
• To be aware of client and business needs at all times and to attend all new business pitches and briefings as requested
• To develop the continuous improvement of quality measures, implementing innovative approaches to improve quality and productivity General Responsibilities:
• To liaise with and develop a close working relationship with Client Services and Client Operations, building effective working relationships with other areas of the business, working as a team to initiate change as required
• To develop an open and honest can do' culture within the call centre
• To identify and ensure best practice procedures are implemented and maintained at all times
• To strategically develop new processes, procedures and technologies whilst instigating research, including the Internet Knowledge and Experience
• Highly articulate, with excellent interpersonal skills and a can do' attitude
• The ability to communicate effectively and develop relationships throughout the organisation is essential
• Attainment of recognised management qualification would be an advantage
• Ability to manage and understand communication through a variety of media to a central point - telephone, email, Internet, letter and fax
• Ability to manage and develop a team of multi-skilled personnel with a client dedicated servicing environment
• Ability and desire to learn, along with the ability to encourage learning and development in others
• Ability to work on own initiative and to work intuitively with other departments within CPM
• Excellent commercial and business awareness with financial and budgetary acumen.
• Ability to lead from the front and motivate a team
• To support the growth and development of the business through the constant development of all operational areas If you are interested in the position please email your CV to mark@callcentreassociates.co.uk.
• To be responsible for ensuring that all call centre teams are developed and trained to a consistently high standard
• To ensure teams are highly motivated at all times
• To set clear meaningful and achievable targets for the teams and to measure improved performance Financial Management:
• To maintain agreed staffing levels, within an agreed overhead budget
• To enhance call centre profitability Business Development:
• To be aware of client and business needs at all times and to attend all new business pitches and briefings as requested
• To develop the continuous improvement of quality measures, implementing innovative approaches to improve quality and productivity General Responsibilities:
• To liaise with and develop a close working relationship with Client Services and Client Operations, building effective working relationships with other areas of the business, working as a team to initiate change as required
• To develop an open and honest can do' culture within the call centre
• To identify and ensure best practice procedures are implemented and maintained at all times
• To strategically develop new processes, procedures and technologies whilst instigating research, including the Internet Knowledge and Experience
• Highly articulate, with excellent interpersonal skills and a can do' attitude
• The ability to communicate effectively and develop relationships throughout the organisation is essential
• Attainment of recognised management qualification would be an advantage
• Ability to manage and understand communication through a variety of media to a central point - telephone, email, Internet, letter and fax
• Ability to manage and develop a team of multi-skilled personnel with a client dedicated servicing environment
• Ability and desire to learn, along with the ability to encourage learning and development in others
• Ability to work on own initiative and to work intuitively with other departments within CPM
• Excellent commercial and business awareness with financial and budgetary acumen.
• Ability to lead from the front and motivate a team
• To support the growth and development of the business through the constant development of all operational areas If you are interested in the position please email your CV to mark@callcentreassociates.co.uk.
Recruiter:Call Centre Associates
Website: http://www.callcentreassociates.co.uk
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Published at 06-03-2008
Viewed: 590 times
Viewed: 590 times
