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Views
6applicants
Call Centre Manager
Recruiter
Call Centre Associates
Location
in Manchester , North West
Salary: £35-40k + Bonus + Benefits
Reference: CCH2372MC
The Company
Our client is a market leading global branded International media company renowned for excellent customer services.
Role
This role is responsible for the efficient operation of the contact centre, ensuring that the highest quality standards are set and adhered to, that a strategic way forward for the development and continuation of the service is developed, that relationships with the external environment are effective, and that staff within the centre are effectively supervised.
Key Accountabilities
• Ensuring that close working relationships are maintained with the client, working together with the client’s Contract Manager
• Responsibility for identifying and ensuring the management of the centre’s infrastructure maintenance requirements
• Managing immediate reporting staff, including completion of appraisals, identification of welfare and training needs, and participation in recruitment where necessary
• The timeliness, accuracy and quality of reporting
• To retain a strategic overview of the centre and to take responsibility for its development and continued effective operation
• To control allocated budgets, ensuring cost effective operation while meeting the demands of quality
Main Responsibilities
• Proactively manage the client and provide strategic input to ensure account viability and client satisfaction is maximised at all times.
• Project manage developments on the account ensuring client requirements are fully understood and translated into measurable and effective plans
• Establish good working relationship with the client, ensuring that the correct level of client contact is in place both to ensure client satisfaction and to fully maximise the running of the account, including quality of service.
• Working with the client and internal departments to achieve relevant KPIs and SLAs.
• Manage the Operational delivery of the Contact Centre, managing Team leaders and other staff as required
Essential Skills, Qualifications and Competencies
• At least two years previous experience in a senior Management role within a Contact Centre environment.
• Experience of project implementation would be advantageous
• An in-depth understanding of outbound / inbound solutions, with an ability to problem solve in those environments
• A proactive approach to account management
• Excellent project management skills and proven skills in influencing others
• Proven ability to motivate others towards the achievement of communicated business, personal goals and objectives
• Excellent verbal and written skills and ability to communicate effectively with a range of audiences both internally and externally
• Strong team player
• Well organised
• Proven ability to prioritise effectively
• Flexible and able to work under pressure
• An understanding of margin contribution models and the management of these
Key Competencies
• Works Collaboratively – Creates shared purpose across boundaries
• Commercially Aware – Develops new opportunities for doing new business
• Committed to improving quality – Drives new quality standards
• Customer Focused – Promotes a bold vision of customer service
• Maximises Performance – Inspires high performance
• Communicates effectively – Champions open communication
If you are interested in the above position please email your CV to mark@callcentreassociates.co.uk
Our client is a market leading global branded International media company renowned for excellent customer services.
Role
This role is responsible for the efficient operation of the contact centre, ensuring that the highest quality standards are set and adhered to, that a strategic way forward for the development and continuation of the service is developed, that relationships with the external environment are effective, and that staff within the centre are effectively supervised.
Key Accountabilities
• Ensuring that close working relationships are maintained with the client, working together with the client’s Contract Manager
• Responsibility for identifying and ensuring the management of the centre’s infrastructure maintenance requirements
• Managing immediate reporting staff, including completion of appraisals, identification of welfare and training needs, and participation in recruitment where necessary
• The timeliness, accuracy and quality of reporting
• To retain a strategic overview of the centre and to take responsibility for its development and continued effective operation
• To control allocated budgets, ensuring cost effective operation while meeting the demands of quality
Main Responsibilities
• Proactively manage the client and provide strategic input to ensure account viability and client satisfaction is maximised at all times.
• Project manage developments on the account ensuring client requirements are fully understood and translated into measurable and effective plans
• Establish good working relationship with the client, ensuring that the correct level of client contact is in place both to ensure client satisfaction and to fully maximise the running of the account, including quality of service.
• Working with the client and internal departments to achieve relevant KPIs and SLAs.
• Manage the Operational delivery of the Contact Centre, managing Team leaders and other staff as required
Essential Skills, Qualifications and Competencies
• At least two years previous experience in a senior Management role within a Contact Centre environment.
• Experience of project implementation would be advantageous
• An in-depth understanding of outbound / inbound solutions, with an ability to problem solve in those environments
• A proactive approach to account management
• Excellent project management skills and proven skills in influencing others
• Proven ability to motivate others towards the achievement of communicated business, personal goals and objectives
• Excellent verbal and written skills and ability to communicate effectively with a range of audiences both internally and externally
• Strong team player
• Well organised
• Proven ability to prioritise effectively
• Flexible and able to work under pressure
• An understanding of margin contribution models and the management of these
Key Competencies
• Works Collaboratively – Creates shared purpose across boundaries
• Commercially Aware – Develops new opportunities for doing new business
• Committed to improving quality – Drives new quality standards
• Customer Focused – Promotes a bold vision of customer service
• Maximises Performance – Inspires high performance
• Communicates effectively – Champions open communication
If you are interested in the above 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 28-03-2008
Viewed: 617 times
Viewed: 617 times
